PI Supports views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a Complaint
- A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of PI Support.
Where Complaints Come From
- Complaints may come from clients, members of the public, other organisations that we deal with and other solicitors.
- A complaint can be received verbally, by phone, by email or in writing.
- All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
- Overall responsibility for this policy and its implementation lies with Ian Aris
Procedure of PI Support
- Publicised Contact Details for Complaints: Written complaints may be sent to Ian Aris at PI Support of 8 Tithe Close, Thringstone, Leicestershire, LE67 8LZ or by e-mail at firstname.lastname@example.org.
- Verbal complaints may be made by phone to Ian Aris on 01530223506.
- Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. Complaints received by telephone or in person need to be recorded.
- The person who receives a phone or in person complaint should: record the fact of the complaint, take the complainant’s name, address and telephone number and also note down the relationship of the complainant to PI Support (for example: client, member).
- You must tell the complainant that we have a complaints procedure
- You must tell the complainant what will happen next and how long it will take
- Where appropriate, you should ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
- Please remember that a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should recorded in the Complaints Log.
- On receiving the complaint, Ian Aris records it in the complaints log. If it has not already been resolved Ian Aris will investigate it and to take appropriate action.
- Complaints should be acknowledged by the person handling the complaint within 24 hours.
- The acknowledgement should that Ian Aris is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
- Ideally complainants should receive a definitive reply within seven working days. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
- Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final.
- If the complainant feels that the problem has not been satisfactorily resolved at this stage they will be provided details of the Legal Ombudsman with whom will investigate the complaint externally.
- Details of the Legal Ombudsman are given in the terms of business and also under Complaints Handling on our website.
Variation of the Complaints Procedure
- We may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a serious complaint about Ian Aris should not also have Ian Aris conducting the review however as a Sole Practitioner this is unavoidable. We may wish to as a fellow solicitor from another practice to investigate on our behalf.
Monitoring and Learning from Complaints
- Complaints are reviewed annually to identify any trends which may indicate a need to take further action.