COMPLAINTS POLICY AND PROCEDURE – BRACEWELL (UK) LLP
At Bracewell (UK) LLP ( Bracewell, we ) we take our professional responsibilities seriously and are committed to providing high quality legal services to our clients.
However, if you have any concerns about the service you receive please contact, in the first instance, the partner with overall responsibility for your matter as named in your Engagement Letter (the Client Relationship Partner ).
If it is not appropriate for the Client Relationship Partner to resolve your concerns or they are unable to do so to your satisfaction please put your complaint in writing to our Compliance Manager at firstname.lastname@example.org
The email should set out as much information as possible regarding the reasons for your complaint, and the dissatisfaction with any proposed resolution. The following information should be included:
Confirmation that you are making a complaint under Bracewell’s complaints policy;
- Your full name and contact details;
- Details of why you are dissatisfied with the service provided;
- The Client Relationship Partner identified in your engagement letter; and
- Your desired outcome from the complaint.
We will acknowledge receipt of your complaint within seven (7) days and provide a substantive response within a further twenty one (21) days (or provide a revised date if that is not practicable). We will not charge you for handling your complaint.
If you are still dissatisfied you may request a final review of our decision by our Managing Partner at Jason.Fox@bracewell.com
We aim to deal with complaints in full within eight (8) weeks and at the conclusion of our investigation, you may have the right to complain to the Solicitors Regulation Authority ( SRA ) or the Legal Ombudsman ( LeO ).
A complaint can be made to the SRA if it relates to the professional conduct of Bracewell or any of its Partners and employees. Further information is available on the SRA’s website ( https://www.sra.org.uk/consumers/ ). The SRA can be contacted by telephone (0370 606 2555), by email ( email@example.com ) or by post (SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN)
LeO is an independent, consumer focused scheme set up to resolve complaints about lawyers in England and Wales. It provides a free complaints resolution service to members of the public, very small businesses, charities and trusts. Not all clients will be eligible to complaint to the LeO, with larger businesses generally ineligible. The LeO will check that you have tried to resolve your complaint with us first. The LeO expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the LeO within six months of our final response to you.
The LeO’s contact details are:
Telephone: 0300 555 0333 Minicom: 0300 555 1777
Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ