Legal
Complaints Policy
Arbor Law is committed to providing a high-quality legal service to all our clients and values feedback because it helps us improve our 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 may find it helpful to raise any concerns directly with the Arbor lawyers acting for you. Please note, however, that doing so will not itself constitute a formal complaint under this policy.
This Complaints Policy (“Policy”) sets out how we deal with formal complaints.
Making a complaint about a service issue will not affect how we handle your matter. We will always comply with our regulatory responsibilities.
Once you have made a complaint, we will respond in the manner set out in this Policy.
What to do if you have a complaint
If you have a complaint, you should contact our Compliance Office for Legal Practice (COLP), Ed Rea, at ed.rea@arbor.law or write to him at:
Arbor Law Limited
20 North Audley Street
London, W1K 6WE
United Kingdom
Your correspondence should set out the full details of your complaint, including:
- why you feel dissatisfied with the service which you have received;
- how you would prefer to be contacted about your complaint; and
- if there is anything in particular which you would like us to do to resolve your complaint.
You should enclose all relevant correspondence or documentation to support your complaint.
Making a complaint will not, in itself, affect how we handle your matter. We will continue to act in your best interests and comply with our professional obligations.
In some circumstances, however, a complaint may create a conflict of interest or another professional conduct issue which means that we are no longer able to continue acting for you on the matter. If that happens, we will explain the position to you and discuss the next steps, including how your interests can be protected.
What will happen once we have received your complaint
- We will acknowledge receipt of your complaint within seven days of receiving it and provide you with a copy of this Policy.
- We will log your complaint in our complaint register and investigate your complaint. We record any complaints centrally so they can be handled consistently and fairly, and so that we can identify any lessons or improvements to our service. This will normally involve passing your complaint to an appropriate person who has not been directly involved in the matter, where possible. That person will review your matter file and speak to the relevant individuals, including those named in the complaint. Where we believe a conversation could assist in resolving the complaint, then, within fourteen days of receiving your complaint, we will endeavour to resolve your complaint via a call.
- Where we speak with you and are unable to resolve your complaint by agreement within twenty-one days or where we do not believe a call would be appropriate, then within six weeks of receiving your complaint, we will write to you with our findings, which may include a suggested solution where appropriate.
- We will endeavour to provide our final determination letter within eight weeks of receiving your complaint. Where it is reasonable to do so, we may increase some of the timescales detailed above. If this is the case, then we will inform you in writing and we shall provide a reasonable explanation as to why we have extended the time periods.
What to do if we cannot resolve your complaint
In the event that you are not satisfied with our final determination letter, or if we do not resolve your complaint within eight weeks of you contacting us, then the Legal Ombudsman may be able to consider your complaint.
The Legal Ombudsman is an independent complaints body established under the Legal Services Act 2007 which investigates complaints about legal services. There are, however, restrictions to this service, as set out on the Ombudsman’s website.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of you realising there was a concern. You must also refer your complaint to the Legal Ombudsman within six months of our final response to you.
For further information, you can contact the Legal Ombudsman:
Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333 (9:00am–5:00pm)
Website: www.legalombudsman.org.uk
You may also be able to object to our invoice by applying to the court for an assessment under Part III of the Solicitors Act 1974. There are strict time limits for doing so, and you may wish to seek independent legal advice.
If you apply to the court for an assessment of our invoice, this may affect your ability to make a complaint about the invoice to the Legal Ombudsman.
The Solicitors Regulation Authority may be able to help if you are concerned about our professional conduct, for example if you believe there has been dishonesty, misuse of client money, or unfair treatment because of age, disability or another protected characteristic.
You can raise such concerns with the Solicitors Regulation Authority at www.sra.org.uk.
