Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. However, if something goes wrong, we want you to tell us so we can put it right and improve our service.

Making a complaint is free of charge. Raising a complaint will not affect the way we treat you or the service you receive from us. We will continue to act professionally and fairly at all times.

How to Make a Complaint

You can make a complaint in any reasonable way, including:

Telephone
Email
Letter
Video call
In person (where appropriate)

If you make a complaint verbally, we will record it in writing and send you a copy to confirm our understanding.

Contact Details for Complaints

Please contact our Complaints Handling Partner, Jannette Luker:

Telephone: 01243 671 782
Email: jannetteluker@smrsolicitors.co.uk
Address: 1 Shore Road, East Wittering, West Sussex, PO20 8DY

If you prefer, you may raise your complaint with any member of staff, who will ensure it is passed to the appropriate person.

How We Handle Complaints

Step 1 – Acknowledgement

We will acknowledge your complaint within 3 working days and provide a copy of this policy.

Step 2 – Investigation

Your complaint will be investigated by our Complaints Handling Partner, Jannette Luker, or another senior person not involved in the matter where possible.

We will:

Review your file and circumstances
Speak to relevant staff
Request any further information if needed

Step 3 – Discussion (if appropriate)

Within 14 calendar days of our acknowledgement, we may invite you to a meeting (in person, by telephone, or video call) to discuss your concerns and explore a resolution. You may be accompanied or supported by a friend, family member, or adviser if you wish.

Step 4 – Written Response

After the meeting, or if a meeting is not held, we will send you a written response within 21 calendar days of acknowledgement, explaining:

Our findings
Whether your complaint is upheld or not
Any proposed resolution

Step 5 – Further Review

If you are not satisfied, you may request an internal review by another partner not previously involved in your complaint.

We will respond within 14 calendar days of your request.

Timescale for Resolution

We aim to resolve all complaints within 8 weeks of receiving them.

If we need more time, we will:

Explain why
Tell you how long it will take
Keep you updated

Accessibility and Reasonable Adjustments

We are committed to making our complaints process accessible to everyone.

If you need support, we can:

Provide information in alternative formats (e.g. large print, Easy Read, or translated documents)
Arrange telephone or video calls instead of written communication where appropriate
Accept support from a trusted friend, family member, or adviser (with your consent)
Consider home visits in appropriate circumstances

We recognise that clients may not always feel comfortable disclosing vulnerabilities, and we aim to provide a supportive and respectful environment.

Data Protection Complaints

If your complaint relates to how we use your personal data, we will handle it in line with applicable data protection legislation, including the Data Protection Act 2018 and any successor legislation.

We will acknowledge your complaint within 30 days and respond as soon as reasonably possible.

If You Are Still Not Satisfied

If we are unable to resolve your complaint, you may refer it to the Legal Ombudsman.

You must contact them:

Within 6 months of our final response, and
No later than 1 year from the act or omission you are complaining about, or
No later than 1 year from when you became aware of the issue

Legal Ombudsman Contact Details

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Staff Training and Oversight

We ensure that: