Complaints Procedure

Neves Solicitors LLP is committed to providing a high quality legal service to all our clients. If you have any concerns about the quality of our service, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a concern or a complaint, please contact the person dealing with your matter or their supervising partner (their name should be on the initial client care letter to you). If your complaint has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please address your complaint to Andrew Becconsall, Director of Risk and Compliance. Andrew Becconsall can be contacted by email at compliance@nevesllp.co.uk

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five working days of our receiving the complaint
  2. Our Director of Risk and Compliance, Andrew Becconsall will investigate your complaint, review your matter file and speak to the member of staff who acted for you. 
  3. We will send you a detailed written reply to your complaint, including any suggestions for resolving the matter, within 56 days of sending you the acknowledgement letter.
  4. Should we require any additional information during our investigation from you we will contact you. If in doing so the timescale for our response is likely to change we will let you know and explain why.
  5. If we feel it is appropriate after carrying out our review of the matter we will invite you to a meeting to discuss and hopefully resolve your complaint.
  6. If you are still not satisfied, you can then contact the Legal Ombudsman. Please note that there are eligibility requirements. Their contact details are:

     Address: PO Box 6806, Wolverhampton WV1 9WJ
     Website: www.legalombudsman.org.uk
     Tel:  0300 555 0333 (or if telephoning from overseas +44 121 245 3050).
     Email: enquiries@legalombudsman.org.uk
  7. The Legal Ombudsman will usually expect you to have given the firm an opportunity to resolve your complaint. 
    Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint and 6 years from the date of the act or omission giving rise to the complaint. Alternatively, 3 years from the date you should reasonably have known there are grounds for complaint. 
  8. Details of how you can raise your concerns with the Solicitors Regulation Authority can be found at their website. Please note that the SRA are concerned with breaches of professional standards rather than concerns about the level of service.
  9. Please note that our Notarial practice is regulated through the Faculty Office of the Archbishop of Canterbury, whose address is: The Faculty Office, 1 The Sanctuary, Westminster, London, SW1P 3JT. Telephone 025381. Website: www.facultyoffice.org.uk

March 2020