solicitor complaints resolution

Complaints Procedure For Clients Of Kevin Bolton Solicitors

In our complaints handling procedure page we explain why you should always be able to find the complaints procedure in a prominent place on a solicitor’s website;  who can complain about our services; why members of the public misled or cold called by a person or business unconnected to Kevin Bolton Solicitors should not use our complaints procedure; how members of the public can take action if an unconnected business has contacted them; the Solicitors Regulation Authority notice warning the public of business reported as misusing our name; what you can complain about and our informal and full formal complaints handling procedure (including details of the Legal Ombudsman and the Solicitors Regulation Authority).

Should all solicitors include details of their complaints procedure on their website?

Yes – all solicitors should have a link to their complaints procedure in a prominent place on their website. Failure to do so can lead to action by the solicitor’s regulator – the SRA.

It also allows clients to feel they can easily resolve any issues with how their claim is being dealt with or other legal service is being provided.

Who can complain?

Our formal complaint handling procedure can only be used by clients of our firm and legal consultancy. A client is considered a person or business who has entered into a funding arrangement with Kevin Bolton Solicitors Limited for the provision of our legal services.

We do provide free initial help and assistance to members of the public. As we do not require payment for this help, we do not enter into any funding arrangement and as such members of the public benefiting from our free initial help and assistance are not considered our clients.

Our formal and informal complaints procedure are described latter in this page.

Who should not use our complaint procedure?

We have been notified by members of the public over the last few years that that have received scam cold calls and communications from individuals pretending to be from our offices.

Such individuals will not have the knowledge of a solicitor, might be foreign sounding with an imperfect grasp of English (often the calls are made from overseas) and may be calling from a variety of telephone numbers, which when returned are dead numbers. On other occasions the individuals spoof their number to seem as though they are calling from our advertised contact number or those of other legitimate businesses.

Such calls may often commence shortly after you have posted a Gum Tree advert or other online advert – the cold caller so gaining access to some of your contact details

We understand that such individuals may represent they are in some way connected or from Kevin Bolton Solicitors Limited – clearly this is not true and a scam. To support their assertion – they may make mention of readily available information from our website, such as our SRA number, address, etc.

You should never give any personal details to anyone who has cold called you. Should you need a solicitor to help you with a legal issue – you should approach a solicitor directly. The Law Society Of England and Wales, the Law Society Of Scotland and the Law Society Of Norther Ireland – have the contact details of all the solicitors registered in the respective countries that make up the legal jurisdictions of the UK. Typically, you can access the solicitor’s areas of expertise and accreditations

We, as other solicitors, and other official bodies such as the MIB. Law Society, etc. are often targeted as we have a professional reputation and online presence. The intent of the caller is to try to hide behind a legitimate business to gain your trust and so obtain your private details for fraud or to try to sell your details to unscrupulous businesses.

Rest assured we never make any cold calls. We only return calls from members of the public who have requested a callback – either by leaving us a voice message or an online communication via our contact form. We may also on some occasions return a call if our telephone system has recorded a missed call.

In short – we only make calls to members of the public who have provided their contact details and requested we call back.

What can you do if you have been cold called by someone misusing our name or that of another solicitor?

We have written an article about telephone spoofing and what you can do if you are cold called.

We have notified our regulation authority – the Solicitors Regulation Authority.

We are in regular communication with the authorities who investigate such illegal activities.

If you are a member of the public who has been cold called or misled in this way – you should not use our complaints handling procedure as your complaint is with the unconnected unscrupulous scam business acting illegally that we have no control over.

We are however happy to receive your call if you are still concerned that the call may have been from us and wish to put your mind at rest. Our complaints and compliance officer, Kevin Bolton, can be reached on 0161-8346776 to discuss.

solicitor complaints procedure
Solicitor Complaints Procedure

What can you use our compliant procedure to complain about?

You can complain about any aspect of the legal service provided to you.

If your complaint relates to our behaviour – the Solicitors Regulation Authority can help.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority

Our complaint procedure in full

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance you can call Kevin Bolton, our Complaints And Compliance Officer, on 0161-8346776 or complete our contact form setting out what your issues are – so we can attempt to resolve them.

When the contact form is received – we will either call you back or respond by email within a few days (up to a week), so be careful to include your correct contact number and email address.

Remember – check your Spam folder regularly just in case our email does not arrive in your inbox – as can be the case.

If you are unhappy with our response and wish to make a formal complaint – you should complete our contact form which will be reviewed by Kevin Bolton, Complaints and Compliance Officer, starting the description, with:

1) Your client reference number (from our initial correspondence with you). Remember – if you are not our client and as such do not have a client file reference number – we will not be able to process a formal complaint (save in exceptional circumstances);

2) The words Formal Complaint.

Please also include:

3) Your full name;

4) Details of your complaint issues including why you were unhappy with the response we gave to your informal complaint;

5} The best time of day that you can be called to discuss;

6) A valid email and contact number; and

7) How you think the issues can be resolved.

We will then contact you within a week by email or by phone to acknowledge receipt and within one month Kevin Bolton will investigate and provide our response and suggested solutions to resolve.

Making a complaint will not affect how we handle your personal injury claim.

What to do if we cannot resolve your complaint?

The Legal Ombudsman can help you if we are unable to resolve your complaint 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 six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority

Complaints Procedure Summary

In this page we have described why you can complain only if you are our client with a funding agreement and reference number; the scams to look out for targeted at legitimate solicitor businesses and what you can do in these circumstances, our informal and formal complaints procedure.