Our Complaints Policy

Shulmans strives to provide clients with the very best service. However, if something goes wrong or you are dissatisfied with the service you have received from us you should tell us immediately, so that we can do our best to resolve the problem.

How do I make a complaint?

Please raise any concerns you have in the first instance with the person undertaking the work for you or the person you have been told is that person’s supervisor or with whom you can raise an issue in case of difficulty. If you remain concerned about any issues then please write to the partner who is responsible for dealing with complaints (the Complaints Partner):

Richard Wadkin
Shulmans LLP
10 Wellington Place
Leeds, LS1 4AP

or by email to complaintspartner@shulmans.co.uk

(If the complaint is about the Complaints Partner, you should write to the Managing Partner, Tim Halstead, at the above address or by email to managingpartner@shulmans.co.uk)

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details;
  • what you think we have got wrong;
  • what you hope to achieve as a result of your complaint; and
  • your file reference number (if you have it).

The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. This could be for things like if you think we have been dishonest, have taken or lost your money or if you think we have treated you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

What will happen to my complaint?

1. We will write to you within one working day of receipt of your complaint to acknowledge that we have received it.

2. We will then record your complaint in our records and fully investigate it. This may involve:

  • discussing your complaint with the member of staff who has acted for you and with his/her supervisor;
  • examining the work that has been done for you and any advice that has been given;
  • asking you for further information or clarification if required;
  • where appropriate, providing you with options for resolving your complaint and setting out any implications; and
  • where appropriate, arranging for you to meet with us to discuss the complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

3. Where possible, we aim to write to you within 28 days of receipt of the complaint setting out the outcome and our reasoning or, if further investigation is required, setting out what is being done and when you will hear from us again.

4. In the event that we have to vary any of the above timescales we will write to you to let you know and will explain the reason for the variation.

5. If we are unable to provide you with our final written decision within 8 weeks from the date of the complaint and you remain unsatisfied, you are entitled to complain direct to the Legal Ombudsman whose contact details are set out below.

What if I am not satisfied with the outcome?

If you are dissatisfied with the outcome of your complaint as set out in our final written decision then you may contact the Legal Ombudsman (LeO), an independent complaints body, established under the Legal Services Act 2007, which deals with legal services complaints, at:

PO Box 6806

Tel: 0300 555 0333
Email: enquiries@legalombudsman.co.uk
Visit: www.legalombudsman.org.uk

Please note: you cannot use the LeO to address your complaint if you are a business (other than a micro-enterprise), a charity, club, association or society with an annual income of more than £1 million, a trustee of a trust with an asset value of more than £1 million or a personal representative or residuary beneficiary of an estate where a person with a complaint died before referring it to the LeO.

If you are eligible to bring a complaint, you will need to do so within six months of receiving our final written decision in relation to your complaint and within six years from the date of the act or omission giving rise to the complaint (or within three years of you becoming aware of it if the act/omission took place more than 6 years ago).

If you would like more information about the LeO, please contact them using the details above.

You should also be aware that when your complaint relates to a bill, the LeO will not consider your complaint while your bill is being assessed by a court.

Alternative complaints bodies (such as ProMediate: www.promediate.co.uk/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We have, however, chosen not to adopt an Alternative Dispute Resolution (ADR) process internally. If, therefore, you wish to complain further, you should contact the LeO.

If we are unable to resolve your complaint and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an external ADR provider in the UK via the EU ‘ODR platform’.

The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.

The website address for the ODR platform is: https://ec.europa.eu/consumers/odr/.

What will it cost?

You will not be charged for making a complaint and the LeO service is free of charge.

The ODR platform itself is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The external ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.

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