Handling complaints policy
Our aim is to provide our clients with excellent levels of client service. However, we recognise that there may be times when you feel we fall short of that intention and you may wish to raise a complaint.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.
If you do not have a letter of engagement but would like to make a formal complaint, then you can contact our Client Care Partner, Lisa Sharkey (l.sharkey@popall.co.uk) or Graeme Cushion (g.cushion@popall.co.uk) as Compliance Partner on 0115 953 8500, who will deal with your complaint in line with our internal complaints procedure. Making a complaint will not affect the way we handle your case.
- We will acknowledge receipt of your complaint within 7 days of receiving it, explaining how we will deal with your complaint.
- The next step will be to investigate your complaint. This will usually involve reviewing your file and speaking to the fee earner/partner who acted for you. It may also involve a discussion/meeting with you and if this is considered appropriate, we will advise you accordingly.
- We will aim to report to you with the outcome of our investigations as soon as possible. This will ordinarily be within 28 days of sending the written acknowledgement.
- If we need to adjust any of these timescales, we will notify you accordingly.
We hope to be able to resolve all complaints internally as swiftly as possible.
What do to if we cannot resolve your complaint.
If we are unable to resolve your complaint the Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we hand 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 our final response to your complaint; and
- Within one year of the date of the act/omission about which you are concerned; or
- Within one year of you realising there was a concern.
If you would like more information about the Legal Ombudsman, please contact them at:
Visit: https://www.legalombudsman.org.uk/
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH or 0300 555 0333.
What do do if you are unhappy with our behaviour
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 directly with the Solicitors Regulation Authority.
Non-client complaints
Non-clients of the firm who wish to complain about the conduct of the firm or its employees should contact the Practice Manager & Partner (non-solicitor), Tracey Robottom (t.robottom@popall.co.uk) who will contact you to explain how we will deal with your complaint.
Poppleston Allen is a partnership of limited companies and is constituted under the laws of England and Wales.
Reference in any correspondence or document to a Partner is to a corporate partner in the partnership with named individuals being Directors of those limited companies. Such individuals provide services on behalf of Poppleston Allen and not on their own behalf.
Regulatory Information
Poppleston Allen is a firm of solicitors authorised and regulated by the Solicitors Regulation Authority (ID 78244).
The professional rules which apply to us can be viewed at the Solicitors Regulation Authority website.
Our principal office address is Price House, 37 Stoney Street, Nottingham, Nottinghamshire, NG1 1LS, Poppleston Allen does not accept service by fax or email.
Poppleston Allen is a partnership of limited companies and is constituted under the laws of England and Wales.
Reference in any correspondence or document to a Partner is to a corporate partner in the partnership with named individuals being Directors of those limited companies. Such individuals provide services on behalf of Poppleston Allen and not on their own behalf.
Our Partners are:
Lisa Sharkey Limited
Jonathan M Smith Limited
Lisa Inzani Limited
Graeme Cushion Limited
James RD Anderson Limited
Nick Arron Limited
Richard G Bradley Limited
Tracey Robottom Limited
Carl D Weston Limited
David Inzani Limited