What is a complaint?

A complaint is an oral or written expression of dissatisfaction that alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or other detriment.

At Caulker & Co Solicitors, we are committed to providing a high standard of service. However, we realise that humans are prone to mistakes, so we have a system in place to handle complaints.

If you become unhappy or concerned about the service we have provided, please inform us immediately so that we can do our best to resolve the problem. In the first instance, it may be helpful to contact the individual working on your case to discuss any concerns. We will do our best to resolve any issues at this stage.

Your complaint letter must state clearly what the complaint issue is and how you would like it to be resolved. All complaints are put in the complaints register.

We will deal with all complaints quickly, fairly and effectively.

• In the first instance, we will respond in writing and request a meeting with the complainant to discuss how we can resolve the issue.
• If it does not resolve the issue, it is escalated in writing as a formal complaint. Our complaints officer, Mrs Julia Caulker, will investigate the matter and try to resolve it for you. Her contact is: caulkerco@aol.com or Julia@caulkerandcosolicitors.com. Her contact number is 02088019020 or 07956199471 from Monday to Friday between 9.30 am and 5.30pm.

All letters should be addressed to her at Caulker & Co Solicitors, Suite 25, Mill Mead Business Centre, Mill Mead Road, London, N17 9U.

All complaints are treated with the utmost confidentiality. Investigating a complaint is free to the complainant.

We request the following information if a complaint is made.

• Name and contact details of the complainant and their preferred mode of contact.
• Matter complained about and what they want us to do to put things right.
• File reference number

The remedy available: apology, reducing the fee, paying compensation or another remedy.

Next Step

• All telephone complaints will be attended to immediately and aimed at being resolved immediately. If not, they will be investigated and responded to by letter.

• All written complaints will be dealt with in writing if it cannot be resolved over the telephone.

• All complaints will be acknowledged in writing within three days of receipt and will be investigated promptly. A record of each party’s account will be kept, and each party will be allowed to answer any points raised.

• The file will be reviewed, and the complainant will be invited to a meeting within 14 days at a time that is most convenient for them. All meetings will be confirmed in writing within 3 days.

• Any agreement reached and suggestions for solving the problem will be put in writing and sent to the complainant.

• If a complainant is still dissatisfied within 21 days of sending written acknowledgement, your complainant should make contact, and we will have the matter investigated by a neutral person.

• We will respond in writing within 14 days of receiving your request to review the matter. We will then confirm our position on your complaint and provide our reasons.

Complaints to The LeO – Legal Ombudsman

If we cannot resolve the complaint with you, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems with poor service from Solicitors.

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.
• No more than one year from the date of the act or omission being complained about; or
• no more than one year from the date when you should have realised that there was cause for complaint and

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 10 am to 4pm.

Relay UK: 18001 0300 555 0333

Email enquiries@legalombudsman.org.uk

Address Legal Ombudsman PO BOX 6167, Slough, SL1 0EH

Or by visiting the website www.legalombudsman.org.uk.

Complaints to the SRA

The Solicitors Regulation Authority (SRA) regulates all solicitors in England. If you want to complain about a solicitor's behaviour or think the firm or a solicitor has breached an SRA Principle, you can report to the SRA. You can contact the SRA (Solicitors Regulation Authority) if you are dissatisfied with our conduct. This could be for things like:

• Discrimination based on your gender, age, sex, race a disability or other characteristics.
• Losing your money or they have overcharged you.

You can visit their website at https://www.sra.org.uk/

The SRA Principles can be reviewed by clicking on this link:

https://www.sra.org.uk/solicitors/standards-regulations/principles/

When reporting to the SRA, please complete their report form below:

https://www.sra.org.uk/globalassets/documents/consumers/report-solicitor-form.docx?version=4a5e99

• set out your concerns clearly
• identify individuals you consider responsible
• attach any evidence you have in support
• Send the completed form to the SRA Reports team:

The Cube

199 Wharfside Street

Birmingham

B1 1RN

DX 720293 BIRMINGHAM 47

Or email it to: report@sra.org.uk