We regard a complaint as an expression of dissatisfaction whether expressed verbally or in writing which the client wishes to be taken beyond the acting fee earner.

Our Complaints Policy

Franklins are committed to providing a high quality service.  If however you have a complaint or dissatisfaction with our service, please tell us about it.  This will help us to resolve your difficulties and improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint.  This will normally involve passing your complaint to one of the partners and you will be advised of who that will be. They will review your matter file and speak to the member of staff who acted for you.

3. The partner will then invite you to a meeting to discuss and hopefully resolve your complaint.  They will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, the partner will write to you to confirm what took place and any solutions he has agreed with you.

5. If you do not want a meeting or it is not possible, you can be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied about your complaint, you can then contact:

Legal Ombudsman,

PO BOX 6167

Slough SL1 0EH

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint

The time limits for referring a complaint to the Legal Ombudsman are not later than:

• 6 months of receiving a final response from us about your complaint; or
• 1 year from the date of the act or omission being complained about; or
• 1 year from the date when the complainant should have realised that there was cause for complaint.

You can also contact the Legal Ombudsman if we have not issued a final response to your complaint within a period of 8 weeks from the date of your complaint.

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected]

The Solicitors Regulatory Authority (SRA) investigate serious cases of poor behaviour or conduct. For example:

• Dishonesty or fraud
• Misuse of client money
• Sexual or violent misconduct
• Conduct relating to serious criminal offences
• Misleading the court or others (for example, about what has been done on a case or about the evidence)  
• Taking unfair advantage of you or others (For example, a solicitor persuades someone who doesn’t have a legal adviser to sign an unfair settlement agreement, letting them think that it is in their interests and that they don’t need independent legal advice.)
• Discriminating against you or others
• Serious concerns about the solvency of a firm (ie, employees have not been paid)
• Failing to act in the best of interests of a client, including the firm/solicitor acting for another client whose interests conflict or putting their own interests first  
• Failing to take steps needed to safeguard against money laundering
• Seriously reckless or incompetent behaviour or a pattern of behaviour that puts you (as a client), your money or your case at risk

The SRA DO NOT investigate the following complaints (that should be directed through the firm and where applicable The Legal Ombudsman (as explained above):

• concerns about delays or communication
• disagreements about your bill
• isolated mistakes by your solicitor.

If you think a solicitor or firm might have breached SRA rules, you should report your concerns to the SRA.

The link to complete to a form for such a complaint can be found below:

report-solicitor-form.docx