Complaints procedure

Who can make a complaint

A complaint may be made by:

• —a current client;
• —a former client;
• —a prospective client, where appropriate; or
• —another person who is entitled to complain about our services.

If you are unsure whether this policy applies to you, please contact us and we will be pleased to discuss this with you.

How to raise a concern

If you are dissatisfied with any aspect of our service or with an invoice, we encourage you to raise your concerns with us as soon as possible. Many concerns can be resolved quickly through informal discussion without the need for a formal complaint.

If your concerns cannot be resolved informally, or if you prefer to make a formal complaint, please contact:

You may make a complaint by email, telephone or post. You are not required to put your complaint in writing.

To help us investigate your complaint, please provide, where possible:

• —your full name and contact details;
• —your file reference, if known;
• —a clear explanation of your concerns;
• —the outcome you are seeking; and
• —copies of any relevant correspondence or supporting documents.

If you require any reasonable adjustment or additional support to make a complaint, please let us know.

Acknowledgement

We will acknowledge receipt of your complaint promptly, normally within five working days. Our acknowledgement will confirm:

• —that your complaint has been received;
• —who will be responsible for investigating it;
• —the next steps in the process; and
• —the anticipated timescale for providing our substantive response.

How we investigate

Upon receipt of a formal complaint, James Scarborough, Principal Solicitor, will investigate the concerns raised fairly and thoroughly. The investigation will normally involve, where appropriate:

• —reviewing the relevant file and associated correspondence;
• —considering the issues raised in your complaint;
• —speaking with anyone involved, where appropriate;
• —requesting any further information or clarification reasonably required; and
• —considering whether any action can be taken to resolve your concerns.

We may contact you during the investigation if further information or clarification is required. We aim to provide a substantive written response as soon as reasonably practicable and, wherever possible, within 28 calendar days of acknowledging your complaint.

If we are unable to provide our final response within that period, we will explain the reason for the delay, keep you informed of progress and provide an updated timescale. We aim to complete our internal complaints process within eight weeks of receiving your complaint. If we are unable to do so, we will explain why and provide information about any right you may have to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman

If we are unable to resolve your complaint, or if more than eight weeks have passed since you first raised it with us, you may be entitled to refer your complaint to the Legal Ombudsman:

The Legal Ombudsman expects complaints to be made within one year from the date of the act or omission complained about, or one year from when you should have realised there was cause for complaint. They may not consider your complaint if more than six years have passed since the act or omission, or more than three years since you should have realised.

The Solicitors Regulation Authority

If your concern relates to our professional conduct, you may also raise it with the Solicitors Regulation Authority (SRA). You can contact the SRA at sra.org.uk/consumers/problems.

Professional indemnity insurance

James Glenn Family Law (CLMA Ltd) holds professional indemnity insurance with Travelers in accordance with the Solicitors Regulation Authority’s Minimum Terms and Conditions. Territorial coverage is England and Wales.