Complaints Procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.
Please follow these steps to ensure that your concerns are resolved quickly:
First
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. You may prefer to put your concerns in writing, in which case please send your letter or an email to the person who is acting for you.
Second
If your main contact is not able to resolve matters to your satisfaction or if you find it difficult to speak to them about a complaint, please contact their Supervisor or Practice Group Head, whose name you will have been given when you first instructed us.
If your complaint is about a Practice Group Head in the firm please contact Joanna DeBiase, Managing Partner.
Third
If you are dissatisfied by the way your main contact, their Supervisor or the Practice Group Head has handled your complaint please contact Joanna DeBiase. Joanna’s details are:
IBB Law30 Windsor Street
Uxbridge
UB8 1AB
joanna.debiase@ibblaw.co.uk
Any stage:
If at any stage you would prefer to meet with the person dealing with your complaint then just let us know.
What we will do
Any complaint to the person acting for you, their Supervisor, the Practice Group Head or Joanna DeBiase will be dealt with quickly and a genuine effort will be made to respond to your concerns.
We will acknowledge your complaint within three days to let you know that we are looking into your concerns.
After sending you an acknowledgment, we aim to investigate your complaint and give you a full response within 21 days but if your complaint is more complex we may require more time, and will let you know when you will receive a full response.
If our service to you is found to be below standard we will discuss ways in which we can make things better or, if appropriate, recompense you in some way.
Solicitors Regulation Authority (SRA)
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority
https://www.sra.org.uk/consumers/problems/report-solicitor
What you can do if we cannot resolve your complaint
Legal Ombudsman (LeO)
The Legal Ombudsman (LeO) can help you if we are unable to resolve your compliant ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
and
- No more than one year from the date of act/omission; or
- No more than one year from when you should reasonably have known there was a cause for complaint.
If you would like more information About the Legal Ombudsman, please contact them. Their contact details are:
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
