Complaints Handling Procedure – England & Wales
Plexus Legal LLP (“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 clients fairly and in a manner which protects their interests. Any complaint by a client is treated as a serious matter and is dealt with promptly. We will fully investigate the circumstances of the complaint and the issues that are raised.
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 to a Team Leader. The Team Leader then investigates and responds. The Regulatory and Compliance 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 for review and response and, if the complaint cannot be resolved within 8 weeks of the initial notification to us, you may refer your complaint to the Legal Ombudsman.
In the first instance, it may be helpful to contact the person dealing with your case to discuss your concerns and we will do our best to resolve any issues. If your concerns are not resolved and you wish to make 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.
What will happen next?
1. We will send you a copy of this procedure, acknowledge your complaint and provide you with confirmation of the Team Leader who will deal 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. We may also ask you for further information so we can investigate your complaint fully.
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 and request that your complaint be escalated to our Compliance Officer for Legal Practice (COLP) or contact our COLP direct. Your correspondence should be addressed to our Compliance Officer for Legal Practice:
Compliance Officer for Legal Practice
5. The COLP 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. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check whether you have tried to resolve your complaint with us first. 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
Telephone: 0300 555 0333
If you wish to resolve your complaint via alternative dispute resolution, then we will consider any request to use such schemes. Alternative dispute resolution bodies exist which are competent to deal with complaints about legal services, such as Small Claims Mediation, should both you and we agree to use such a scheme.
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. For further information, please see our Privacy Statement at plexuslaw.co.uk.
Complaints from Non-Clients
Each non client complaint received will be individually reviewed and if deemed appropriate, responded to. Complaints from non-clients will follow a similar process to client complaints save there is no requirement for such complaints to be addressed or resolved within 8 weeks. The Legal Ombudsman does not deal with non-client complaints save as to certain exceptions (see The Legal Ombudsman website – details above). If you wish to complain about our conduct, you may refer your complaint to the Solicitors Regulation Authority – see below.
When dealing with non-clients, 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.