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TRACEY MILLER FAMILY LAW - COMPLAINTS HANDLING PROCEDURE

OUR COMPLAINTS POLICY

Tracey Miller Family Law is committed to providing high quality legal advice and client care to all of our clients. If you are unhappy about any aspect of the service you have received or about the bill, please contact Tracey Miller via one of the following options:

  • By telephone at the office on 0151 515 3036 or on her mobile which is 07780 617 217
  • By email to tracey@traceymillerfamilylaw.com
  • By post to Tracey Miller Family Law, Semmes House, Rumford Court, 12 Rumford Place, Liverpool, L3 9DG.

 

OUR COMPLAINTS PROCEDURE

This is Tracey Miller Family Law’s written complaints procedure.  Tracey Miller family Law aims to ensure that complaints are handled promptly, fairly and effectively in accordance with this procedure. If you have a complaint, please contact Tracey via one of the options set out above.

WHAT WILL HAPPEN SHOULD YOU ALERT TRACEY MILLER FAMILY LAW ABOUT A COMPLAINT

  • Tracey Miller Family Law will send you a letter acknowledging receipt of your complaint within three days of receiving the complaint. A copy of this procedure will be attached to that letter.

 

  • Tracey Miller will then investigate your complaint thoroughly. This will involve looking through your file and speaking with the member of staff who acted for you. If your complaint relates to a file that has been archived, the file will have to be retrieved from archiving and this may take 1 – 3 days.
  • Your complaint can proceed in one of two ways.

 

OPTION 1 - A FACE TO FACE APPOINTMENT WITH TRACEY MILLER

  • Once Tracey has investigated your complaint, as set out in 2 above, you will be invited to a meeting to discuss your complaint. This will be within twenty one days of the acknowledgement letter being sent to you.

 

  • Hopefully your complaint will be fully resolved at this meeting and Tracey will, within seven days of the meeting, Tracey Miller will write to you to confirm what took place at the meeting and any solutions agreed between you.

 

  • However, if you are not satisfied with the outcome of the meeting, you should advise Tracey Miller of this, within seven days of receipt of the follow up letter, and Tracey Miller will arrange for her decision to be reviewed by a Fee Earner who has not had any involvement in your matter.
  • Tracey Miller will write to you within fourteen days of receiving your request for a review. This letter will confirm Tracey Miller Family Law’s final position on your complaint and explain the reasons for the position taken.

 

OPTION  2- A FULL RESPONSE TO YOUR COMPLAINT FROM TRACEY MILLER

  • Once Tracey has investigated your complaint, as set out in 2 above, within twenty-one days of the acknowledgement letter being sent to you Tracey Miller will write to you with a full response to your complaint.

 

  • If you are not satisfied with the outcome set out in the letter mentioned above, you should advise Tracey Miller of this, within seven days of receipt of the letter dealing with your complaint. Tracey Miller will then arrange for her decision to be reviewed by a Fee Earner who has not had any involvement in your matter.

 

  • Tracey Miller will write to you within fourteen days of receiving your request for a review. This letter will confirm Tracey Miller Family Law’s final position on your complaint and explain the reasons for the position taken.

 

PLEASE INFORM TRACEY MILLER, WITHIN SEVEN DAYS OF RECEIPT OF THE ACKNOWLEDGEMENT LETTER MENTIONED AT 1 ABOVE, WHICH OPTION YOU WOULD LIKE YOUR COMPLAINT TO PROCEED UNDER. IF NO OPTION IS CHOSEN, YOUR COMPLAINT WILL BE DEALT WITH UNDER OPTION 2.

WHAT TO DO IF WE CANNOT 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 handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your compliant with us first. If you have, then you must take your complaint to the Legal Ombudsman;

  • Within 6 months of receiving a final response to your complaint, and
  • No more than 6 years from the date of act / omission, or
  • No more than 3 years from when you should have reasonably known that there was cause for complaint.

If you would like information about the Legal Ombudsman, please contact them.

CONTACT DETAILS

Visit www.legalombudsman.org.uk (http://www.legalombudsman.org.uk)

Call 0300 555 0333 between 9am – 5pm

Email enquiries@legalombudsman.org.uk (mail to enquiries@legalombudsman.org.uk)

Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ

 

WHAT TO DO IF YOU ARE UNHAPPY WITH OUR BEHAVIOUR

The Solicitor’s Regulation Authority can help 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 you age, a disability, or other characteristics.

Visit their website to see how you can raise your concerns with the Solicitor’s Regulation Authority

(www.sra.org.uk/consumers/problems/report-solicitor)

  • If you have a complaint about a bill there may also be a right to object to the bill by applying to the Court for an assessment of the bill under Part 111 of the Solicitors Act 1974.

 

GENERAL

If Tracey Miller Family Law have to change any of the timescales above (if for instance Tracey Miller is on holiday), Tracey Miller Family Law will let you know and will explain why.

We would confirm that you will not be charged for any work undertaken by us in dealing with your complaint.

If you require this information in bigger print or are having difficulty understanding the terms set out above please let us know so that we can assist.

You may request a copy of this policy at any time.

NOTE – IF THE COMPLAINT RELATES TO A FILE OF TRACEY MILLER, ANGELA TRAYNIER OR REBECCA FINNIGAN WILL DEAL WITH IT RATHER THAN TRACEY MILLER.