Complaints Policy

Family Law Portal, part of Comptons Solicitors LLP (“We”) are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

None of us likes to be the subject of a complaint, but if the firm is truly committed to providing a quality service to clients all personnel need to pick up on client dissatisfaction when it does arise and address it as best they can. The firm therefore operates a complaints handling process that seeks to ensure that it:

  • knows about client dissatisfaction when if and when it does arise;
  • takes all reasonable steps to ensure that the dissatisfaction is addressed and resolved wherever possible;
  • reassures all clients who do complain that the firm will address their concerns without delay and that it takes all complaints seriously;
  • learns from experience to lessen the risk of complaints in the future.

A complaint is any expression of client dissatisfaction however it is expressed. Any expression of client dissatisfaction which the fee earner is unable immediately to resolve. Some degree of common sense is needed in the application of the complaints handling procedure. If a client says ‘you solicitors charge a lot for what you do’ it would not usually be sufficient to amount to a complaint. If, however, the client claims that a quote or agreed costs ceiling has been exceeded without notice to them it almost certainly will be. If, on checking the file, the fee earner is able to advise the client that a letter that the client had overlooked had been written to warn that the costs would be greater than previously discussed, the problem would probably have been dealt with and there would be no need to report the complaint as such. In all cases, however, it is necessary to take a view on how the client is reacting to the particular circumstances. The firm’s overriding objective is to address client dissatisfaction.

All firms are obliged to make a copy of their Complaints Handling Procedure available on request. The Complaints Handling Procedure can be found on the firm’s website. If appropriate, you must refer the client to the policy, or print a copy off and send it to them if they might have difficulty in acquiring it for themselves.

If it is necessary to report a complaint please email details to Stephen Compton Managing Partner. The complaint will be recorded on the firm’s Complaints Register. Client complaints will usually involve no risk of loss to the firm or the client, but if there is any chance that the complaint could amount to circumstances that should be reported to the firm’s insurers you must stay on the side of safety by reporting it as such.

As required by our complaints procedure Stephen Compton Managing Partner will consider any complaint received in as objective a manner as possible and seek to resolve the dissatisfaction. In particular they will write to the complainant suggesting appropriate redress. In so doing they will also consider if a notification need to be made to the insurers and also consider if any aspect of the quality system needs amendment.

Complaints review

Nicholas Goldreich/COLP will maintain records of all complaints received and action taken on them. Nicholas Goldreich/COLP is also responsible for conducting a monthly review of all complaints records to enable him to report to the firm on any trends. This will form part of an annual management review which is considered by the partners and reported to all staff. It is essential that all personnel learn from their experience and address any underlying problems. In this way the firm can use its complaints data to help to prevent future difficulties.

Making complaints

There may be occasions when a complaint may be made by the firm, either against another solicitor through the LCS or through other procedures. The agreement of Stephen Compton Managing Partner is needed before doing so in order that the professional and commercial standing of the firm can first receive proper consideration.