How to Complain
Whenever a new matter is opened for a client they will be sent a “client care letter”. This standard letter informs the client that should they have a complaint about our work they should raise the matter firstly with the fee earner dealing with their matter. If they are not satisfied they should be referred to Mr Mohammad Farooq who will deal with their complaint normally within two working days.
Mr Farooq will look into the complaint and investigate it fully. The client will be given a copy of the firm’s internal complaints leaflet. An appointment will then be made to discuss the matter face to face.
Clients who still remain dissatisfied will be referred to the appropriate body of the Solicitors Regulation Authority dealing with complaints. A record of any such complaints is maintained and will be formally reviewed once a year.
The firm has a policy of indemnity insurance and it should be noted that if there is a complaint which may lead to a claim then the insurers will be notified.
In respect of complaints concerning mediation again these can be investigated internally in the first instance. Any dissatisfied client should make their complaint known in writing to Mr McNally at the address of Wallace McNally Solicitors, suite 2, 6, The Quadrant, Coventry, CV1 2EL within 7 days of the complaint arising.
We will endeavour to resolve this matter by responding to the complaint in the same time frame i.e. 7 working days and arranging a face to face meeting to discuss the outstanding issues. Following on from this if the matter still remains unresolved then reference can be made to the Civil Mediation Council for further guidance and advice.