COMPLAINTS PROCEDURE
If You Are Dissatisfied
Range Solicitors is committed to providing
an efficient and high-quality service. However, if at any point you become
dissatisfied with any aspect of our service, please raise your concerns with
the fee earner handling your case as soon as possible.
If you wish to seek assistance from a
third-party organisation, such as an Alternative Dispute Resolution (ADR)
provider or a support organisation like Resolver, you are welcome to do so to
help resolve your complaint.
Informal Stage
You may raise your concern or complaint in
writing, via telephone, or by scheduling an appointment with the fee earner
handling your case. If the issue remains unresolved, you may proceed to the
formal complaints procedure.
Formal Stage
We are committed to excellent client care,
and your feedback helps us improve our services. If you have a complaint about
our service, fees, or any other matter, please contact us as soon as possible.
Complaints Officer:
Mr. Mirza Irfan Baig
Address: Range Solicitors, 117a Withington Road, Whalley Range,
Manchester, M16 8EE
Telephone: +44 161 226 6892
Email: info@rangesolicitors.co.uk
Complaints Handling Process
- Acknowledgment
- We will acknowledge receipt of your complaint within 2
working days and provide a copy of this procedure.
- If you require communication in a specific format, please
inform Mr. Mirza Irfan Baig.
- Investigation
- Your complaint will be reviewed by our Client Care Head, Mr.
Mirza Irfan Baig, who will examine your file and speak to the relevant
staff member.
- Meeting (If Applicable)
- You may be invited to a meeting within 14 days of
receiving the acknowledgment letter to discuss and resolve your
complaint.
- Within 3 days of the meeting, you will receive a
written summary outlining the discussion and agreed solutions.
- Written Response (If No Meeting is Held)
- If a meeting is not possible or preferred, a detailed written
response, including possible resolutions, will be sent within 21 days
of the acknowledgment letter.
- Further Review
- If you remain dissatisfied, you may request a further review.
Another senior staff member may assess the complaint.
- A final written response will be provided within 14 days
of your review request.
- Escalation to the Legal Ombudsman
- If we are unable to resolve your concerns, you may escalate
your complaint to the Legal Ombudsman under the following
conditions:
- The issue occurred after 5 October 2010.
- You are referring your complaint within one year of
the issue occurring or when you became aware of it.
- You contact the Legal Ombudsman within six months of
our final response.
Who Can Complain to the Legal Ombudsman?
- Individuals
- Businesses with fewer than ten employees or a balance
sheet under €2 million
- Charities or clubs with an annual income under £1 million
- Trustees of a trust with net assets under £1 million
- Personal representatives or beneficiaries of an estate
If you do not meet these criteria, your
options are to follow our internal complaints procedure, seek mediation,
arbitration, or legal action.
Contact Details for the Legal Ombudsman
- Address: PO Box 6167, Slough, SL1
0EH
- Telephone: 0300 555 0333
- Website: www.legalombudsman.co.uk
- Accessibility Assistance: If you
need information in another language, large print, Braille, or audio
format, call 0121 245 3071 or visit their website.
Complaints About Your Bill
The above complaints procedure also applies
to complaints regarding our bill. You may also have the right to object to the
bill by applying to the court for an assessment under Part III of the
Solicitors Act 1974. Please note that if all or part of a bill remains
unpaid, we may be entitled to charge interest.
Raising Concerns with Our Regulator
The Solicitors Regulation Authority
(SRA) can assist if you have concerns about our behaviour. This may include
issues such as dishonesty, mismanagement of client funds, or unfair treatment
based on age, disability, or other characteristics. You can find further
information on raising concerns with the SRA by visiting www.sra.org.uk under the 'For the Public'
section.
Contact Details for the SRA:
- Website: www.sra.org.uk
- Telephone: 0370 606 2555
- Email: contactcentre@sra.org.uk
- Address: The Cube, 199 Wharfside
Street, Birmingham, B1 1RN
Alternative Dispute Resolution (ADR)
The Department for Business, Innovation
& Skills has confirmed that the following ADR entities are
available for dispute resolution in the legal services sector:
- Ombudsman Services
Should you require additional assistance,
please contact us for further guidance.
We value your feedback and appreciate the
opportunity to address any concerns. Our goal is to ensure that you receive the
best possible service at all times.