Godwin Austen Solicitors: Complaints Handling Procedure
At Godwin Austen Solicitors, we are committed to delivering high-quality legal services and ensuring client satisfaction. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and effectively. Our complaints handling procedure complies with the Solicitors Regulation Authority (SRA) guidelines, ensuring a fair, transparent, and structured process.
How to Make a Complaint
If you have a concern or wish to make a complaint, you may do so by following these steps:
Initial Contact
Please raise your concern with the advisor/solicitor handling your matter in the first instance. Many issues can often be resolved quickly through open discussion. If you feel uncomfortable discussing the issue directly with your solicitor, or if you have already done so without resolution, you may contact our Head of Compliance and Administration.
Contacting Our Head of Compliance and Administration (COFA)
You can reach our COFA, Mr Malik Tasawar Awan, in writing, by phone, or by email. Please provide as much detail as possible about the nature of your complaint, including:
- Your name and contact details
- The details of the matter being handled
- A description of the issue and any relevant supporting documentation
Contact Details:Email: malik@godwinausten.co.uk
Phone: 0121 256 8043
Address: The Business Centre, 527 Moseley Road, Birmingham, B12 9BU
Our Complaints Process
Acknowledgement of Complaint
Upon receiving your complaint, we will send an acknowledgement within five business days, confirming receipt of your complaint and providing the name and contact information of the person handling it. At this stage, we will also outline the next steps in the process.
Investigation
Our Client Care Partner or a designated senior member of the team will conduct a thorough investigation. This may involve reviewing all relevant documents, speaking with the solicitor involved, and gathering any additional information necessary to understand and address your concerns.
Response
We aim to respond to all complaints within 21 business days of acknowledging your complaint. If, due to the complexity of the matter, we require additional time, we will inform you of this and provide an updated timeframe. Our written response will outline:
- A summary of your complaint
- The outcome of our investigation
- Any proposed actions or resolution
- Information on further steps you can take if you are unsatisfied with our response
Resolution
If we uphold your complaint, we will work with you to agree on a suitable resolution. This may include an apology, corrective action, or other appropriate redress. We value your feedback and will use it to improve our service.
What If You Are Not Satisfied?
If you remain unsatisfied with our final response, you have the option to escalate your complaint to the Legal Ombudsman.
Timeframe for Contacting the Legal Ombudsman
You must refer your complaint to the Legal Ombudsman within six months of receiving our final response or within six years of the issue occurring (or three years from when you became aware of the issue).
Contact Details for the Legal Ombudsman
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
For more information about the Legal Ombudsman and their process, you can visit www.legalombudsman.org.uk.
Solicitors Regulation Authority (SRA)
If your complaint involves concerns about a breach of the SRA's professional conduct standards, you may also raise the matter with the Solicitors Regulation Authority. The SRA handles issues related to professional conduct, ethics, and regulatory compliance.
Contact Details for the SRA
Website: www.sra.org.uk
Report a Concern Form: Available on the SRA website www.sra.org.uk
Further Information and Support
We are committed to treating complaints seriously and resolving issues promptly and professionally. If you require assistance with our complaints procedure or need further clarification, please feel free to contact us. We aim to make this process as straightforward as possible to help address your concerns and restore your confidence in our services.
Thank you for helping us improve and maintain our high standards at Godwin Austen Solicitors.
