At Inghams, we want you to be happy with our service. We want you to return to us in the future and to recommend us to your friends and family.
However, we recognise that no business operates without occasional problems.
If our service does not meet with your expectations, then we want to know about it. If the problem is our fault, we will say so. If it is not, we will explain why.
How to complain
The first step is to raise your concerns with the person who has conduct of your matter to see whether they can help. If they cannot, you should make your complaint to the Complaints Supervisor.
You should put your complaint in writing to the address or email address below. Complaints will be dealt with promptly, fairly and free of charge.
Address:
Diane Killey (Complaints Supervisor)
Inghams Solicitors
12 Queens Square
Poulton-le-Fylde
FY7 6AW
Email: complaints@inghams.law
What happens next?
You will receive acknowledgement of your complaint within 7 days. The response may come from the fee earner with conduct of your case, the Complaints Supervisor or a senior member of the firm appointed by the Complaints Supervisor to investigate your concerns.
Where possible, our aim is to ensure you receive a full response to your complaint within 8 weeks.
What if my complaint is about Financial Services?
We will still investigate it in accordance with our policy and procedure.
What if my complaint is about an invoice?
We will still investigate it in accordance with our policy and procedure.
What if I am still not happy?
You can request a review from the Complaints Supervisor.
What if you do not get back to me within 8 weeks?
If we are unable to comply with these time limits we will inform you and explain why. Sometimes additional information may be required from you or the complaint may be quite complex requiring more time for it to be considered. These are common reasons for a delay.
Whatever the case, we always do our best to ensure you receive a full response to your complaint.
What if I am still not satisfied?
We hope that we can resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body (established under the Legal Services Act) that can investigate complaints about the legal service you have received from us.
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 concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman’s contact details are: –
Telephone: 0300 555 0333
Minicam: 0300 555 1777
Website: www.legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Alternative complaints (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme e.g. Ombudsman Services, ProMediate, and Small Claims Mediation, however, we have chosen not to adopt an ADR process. If, therefore, you wish to complain further you should contact the Legal Ombudsman.
What if I have concerns about my solicitor’s behaviour?
If you have concerns about the conduct of your solicitor or believe they may have discriminated against a protected characteristic, acted dishonestly, acted unprofessionally, deliberately overcharged or taken money which you believe they shouldn’t have, then you can raise a complaint with the Solicitors Regulation Authority.
To do this, you must complete the SRA online report form, which you can find by clicking here.