Making a complaint

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 can put your complaint in writing, by telephone or ask for a meeting to discuss your complaint; it is up to you.

Address:             

Complaints Supervisor
Inghams Solicitors
12 Queens Square
Poulton-le-Fylde
FY7 6AW

Telephone: 01253 890545

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 want to discuss the complaint?

Although a response to your complaint will usually be sent by letter, the Complaints Supervisor will be more than happy to arrange a meeting with you or to speak by telephone, if you prefer.

What if I am still not happy?

You can request a review from the Complaints Supervisor. You can do this either by telephone, in writing or at a meeting.

What if I want to discuss the complaint with the Senior Partner?

You can request a meeting or a telephone appointment any time, either to discuss your complaint before it is investigated or to discuss the outcome.

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 6806
Wolverhampton
WV1 9WJ

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.