The SRA rules also require us to publish the procedure we follow in cases of complaints which is as follows:

Procedure for resolving problems
If a problem arises at any time, please contact me in writing so that I can talk about your concerns. If that does not provide the solution, I can make arrangements for an independent firm to look at your file and decide what action should be taken.

All solicitors must attempt to resolve problems that may arise with their services. It is therefore important that you immediately raise with me any concerns you may have. I would be disappointed if you thought that you had reason to be unhappy with the service that I am providing and did not tell me about it.

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:
https://www.sra.org.uk/consumers/problems/report-solicitor.page

If the complaint is still not resolved at the end of this complaints process you have the right to refer your complaint to the Legal Ombudsman. 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 that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint
and
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ.

The Solicitors Regulation Authority can also get involved in a complaint if the Legal Ombudsman ask them to do so.

In the unlikely event that a mistake is made by my firm, I have professional indemnity insurance in the sum of £3,000,000.00 per claim. I do require that you limit any claim you may have in respect of professional negligence against this firm to the amount of that sum.

The Practice's Complaints Procedure
The following are the basic elements of our complaints handling procedure:
(a) Please be clear that if you have any problem with the service provided, you should make it known.
(b) The person to inform of any problem is me, Stephen Butler, because I am the principal with overall responsibility for dealing with all problems within the firm.
(c) I will ensure that any complaint is acknowledged within 2 days and investigated promptly and thoroughly, that an explanation of the investigation is given to you and any appropriate action taken. I will keep a record of all stages.
(d) You will be given details in writing of the firm's response to the complaint within a week. If you are not satisfied (or if there is any doubt) then I will suggest that you allow me to pass the file to an independent solicitor chosen by me, probably a solicitor in Ilkley, so that he can consider the complaint and any further action which may be necessary to ensure that you are satisfied. This will be at my expense and I will make the referral within 2 days of you asking me to do so and would expect to receive a response and notify you of the outcome within a week thereafter.
(e) If I have to change any of the timescales above, I will let you know and explain why.
(f) Additionally if you are still unhappy after these review procedures have been followed I will also give to you the name and address of the Legal Complaints Service which deals with complaints about lawyers. If you are still not satisfied you can contact them about your complaint.

If you have any queries please do not hesitate to contact me.

Steve Butler