Complaints Handling Procedure – England & Wales
Plexus Legal LLP and Plexus Law Ltd (together and separately, “Plexus”)
(Including its trading names, Plexus, Plexus Law, and Plexus Specialist Claims Handling Services)
Download as PDF: Complaints Handling Procedure – England & Wales
We are committed to providing a high quality service to all our clients. When something goes wrong we need clients and staff to tell us about it, as we want to treat our customers fairly and in a manner which protects their interests. Any complaint by a client is a serious matter and is dealt with promptly. We will fully investigate the circumstances of the complaint and the issues that are raised. Any complaint by a non-client will be considered, and when appropriate, investigated so that a response can be given.
We will use the results of the investigation to help prevent any further similar complaints and to put in place systems and procedures which will ensure improvements.
Our Complaints Procedure
Plexus has a procedure for dealing with complaints. All complaints, which cannot be resolved immediately between the client and the file handler are referred by the person handling your case to their Team Leader. The Team Leader then investigates and responds. The Operating Performance Manager for the Team will monitor progress and ensure details are recorded on our central register. Complaints that cannot be resolved at this stage are then escalated to our Compliance Officer for Legal Practice and, ultimately, to the Legal Ombudsman if the complaint cannot be resolved within 8 weeks of the initial notification to us.
If you have a complaint about any aspect of the service you have received or about a bill of costs, please write to us with the details. Address your correspondence to the person handling your case at the office where we are handling your case and mark it as a complaint.
Complaints from non-clients will follow a similar process, but there is no requirement for such complaints to be addressed or resolved within 8 weeks.
What will happen next?
We will deal with your complaint in accordance with our internal standard for dealing with incoming communications:
1. We will send you a copy of this procedure, and an acknowledgement of your complaint providing you with confirmation of the Team Leader or Operating Performance Manager who will be dealing with your complaint.
2. At this stage we may provide you with a response to your complaint. If we cannot do so because we feel further investigation of your complaint is required, we will advise you of this and will provide you with a timeframe detailing when you should expect to receive our substantive response.
3. After our investigation we will send you our substantive response to your complaint. This will include suggestions for resolving the matter.
4. If you are still not satisfied at this stage you can write to us again. Your correspondence should be addressed to our Compliance Officer for Legal Practice:
Compliance Officer for Legal Practice
If you write to the Team Leader or file handler, they will escalate your complaint to our Compliance Officer for Legal Practice.
5. We will acknowledge your correspondence and confirm a timescale within which to respond. We will then let you know the result of the review upon its completion in writing. At this time we will confirm our final position on your complaint and explain our reasons.
Professional guidelines require the process covered by paragraphs 1-5 to be completed within 8 weeks; however it is our aim to resolve the complaint to your satisfaction as promptly as possible.
If you are still not satisfied with our final response, you have the right to contact the Legal Ombudsman about your complaint. You have 6 months from the date you receive our final written response to raise your complaint with the Legal Ombudsman. The Legal Ombudsman will accept complaints up until 6 years after the date of the act/omission or 3 years after you should have become aware of the problem. The Legal Ombudsman will not accept complaints where the act or date of awareness was before October 2010.
The contact details for the Legal Ombudsman are:
PO Box 6806
If you wish to resolve your complaint via ADR then we will consider any request to use one of the approved bodies listed. Alternative arrangements also exist to deal with unresolved complaints about legal services should both you and our Firm wish to use such schemes. The Chartered Trading Standards Institute have approved a number of Alternative Dispute Resolution (ADR) entities and these are listed on their website at: webgate.ec.europa.eu
General Data Protection Regulation
In relation to personal data provided to us in the course of a complaint, and which will enable us to deal effectively with the complaint, this data will be processed in compliance with the requirements of the General Data Protection Regulation, 2016 and the Data Protection Act, 2018.
Complaints from Third Parties
Third parties are defined as ‘persons, including solicitors, who are not clients of the Firm’. Each third party complaint received will be individually reviewed and appropriately responded to. When dealing with third parties, our duty of confidentiality to our clients will remain of the utmost importance.
Solicitors Regulation Authority
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority (SRA). Details can be found on the SRA website at www.sra.org.uk or by telephoning 0370 606 2555 or by writing to Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.