Complaints
At Sugare & Co Solicitors, we are committed to providing a high standard of legal service to all of our clients. We hope that you will always be satisfied with the service you receive. However, if at any stage you are unhappy with any aspect of our service or with the amount of a bill, we encourage you to tell us as soon as possible. This gives us the opportunity to investigate your concerns and, where appropriate, put matters right.
We treat all complaints seriously and fairly. Making a complaint will not affect the way in which your matter is handled.
Stage One – Speak to the Person Handling Your Matter
If you have any concerns, please raise them in the first instance with the solicitor or member of staff dealing with your case. Many concerns can be resolved quickly through discussion.
If you remain dissatisfied, or if you would prefer not to raise the matter with the person dealing with your case, you may ask for your complaint to be referred to their supervising Partner or another appropriate senior member of the firm. The partner in charge of complaints is Anthony Sugare.
Stage Two – Investigation of Your Complaint
Once we receive your complaint, we will:
- acknowledge receipt promptly;
- review your file and any relevant documents;
- discuss the complaint with the person dealing with your matter;
- consider whether any further information is required from you.
We aim to provide a substantive written response within 14 days of receiving your complaint. If, due to the complexity of the issues, we are unable to do so, we will explain why and provide an updated timescale.
Where appropriate, we may invite you to attend a meeting or arrange a telephone or video conference to discuss your concerns and explore whether the complaint can be resolved.
Stage Three – Final Response
Following our investigation, we will send you our final written response explaining:
- our findings;
- whether we consider your complaint should be upheld in whole or in part;
- any action we propose to take;
- details of your right to refer the matter to the Legal Ombudsman if you remain dissatisfied.
Legal Ombudsman
If we are unable to resolve your complaint to your satisfaction, you may be entitled to ask the Legal Ombudsman to consider your complaint.
Normally, you should allow us up to eight weeks to investigate and respond to your complaint unless we have already issued our final response.
The Legal Ombudsman expects complaints to be referred to them:
- within six months of our final written response; and
- no later than six years from the act or omission complained of, or three years from the date when you should reasonably have known there was cause for complaint.
The Legal Ombudsman can be contacted at:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Solicitors Regulation Authority
The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales.
If you believe that a solicitor has acted dishonestly, discriminated against you, misused money, breached the SRA Standards and Regulations, or otherwise committed professional misconduct, you may wish to report the matter to the SRA.
Information about how to raise concerns with the SRA is available at:
Alternative Dispute Resolution
Alternative complaints bodies (sometimes known as Alternative Dispute Resolution or ADR entities) exist which are competent to deal with complaints about legal services.
However, we are not obliged to participate in an ADR scheme and do not generally agree to use ADR to resolve complaints. We believe that complaints are more appropriately dealt with through our internal complaints procedure and, where appropriate, by the Legal Ombudsman.
Contact Us
If you wish to make a complaint, please contact the solicitor dealing with your matter or write to:
The Complaints Partner
Sugare & Co Solicitors
Crossgates House
244 Crossgates Road
Leeds
LS15 7SR
Alternatively, you may telephone us on 0113 264 4000 or email info@sugareandco.co.uk.
We value your feedback and will always seek to resolve concerns promptly, fairly and professionally.