Our aim is to ensure that everyone who receives a service from this firm considers it to be efficient and effective. However, even with the best of intentions, we may at times fail to meet your expectations. If you have a concern about any aspect of our service, or about the bill, which has not been resolved to your satisfaction then you may raise a complaint.
Corclaim is a trading name of Shakespeare Martineau LLP.
What you need to do
If you would like to make a formal complaint please contact the Complaints Team at [email protected], by e-mail, detailing the reasons for your dissatisfaction with our service or by telephone on 0330 024 0333. We will not charge you for dealing with your complaint. Making a complaint will not affect how we handle your case.
Our process and what happens next
- We will acknowledge your complaint within 5 working days of it being received.
- Once we have received all the relevant information, we will undertake a full review of your file and discuss your complaint with the acting solicitor or Partner.
- We will keep you updated as to the progress of our investigation and we will aim to provide you with a final response to your complaint within 6 – 8 weeks of receipt.
- If you are concerned about our behaviour, the SRA can help. You can raise your concerns with them at www.sra.org.uk/consumers/problems/report-solicitor.page
What do I do if I’m not satisfied with the final response?
Once our complaints process has concluded, you are entitled to refer your complaint to the Legal Ombudsman, whose details are outlined below:
If you are not satisfied with our final response, you can contact us with any additional information which you think may be helpful to our investigation, and we will undertake a further review. We will aim to provide a response to this within 14 days of receipt. If we are unable to reach a satisfactory conclusion we will write to you again and confirm our firm’s final position. If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman 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 Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman can be contacted by the following means:
Phone: 0300 5550 333 (9am to 5pm)
Email: [email protected]
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ