CLIENT FEEDBACK AND COMPLAINTS POLICY

  • Commitment to Service

We are committed to providing a high-quality legal service to our clients. We welcome feedback at all stages of a matter, as this helps us maintain and improve our standards.

If at any time you feel our service falls below your expectations, or there is anything we could do better, we encourage you to tell us.

Where we have not met the standards, we expect of ourselves, we will take concerns seriously and aim to resolve matters promptly and fairly.

  • Raising Feedback or Concerns

In the first instance, it is usually helpful to raise any concerns directly with the lawyer dealing with your matter. Many issues can be resolved quickly at this stage.

If:

  • you do not feel comfortable raising the matter with your lawyer, or
  • the issue cannot be resolved informally,

you may raise a formal complaint under this policy.

  • How Complaints May Be Made

Complaints may be made by any reasonable means of communication, including but not limited to:

  • email
  • telephone
  • letter by post
  • in person
  • live chat or website messaging (where applicable)
  • social media or online platforms (where communication is directed to the Firm or its staff)

A complaint does not need to be expressly labelled as such in order to be treated as a complaint.

The Firm does not operate a formal complaints process via social media platforms. However, where the Firm becomes aware of a complaint or expression of dissatisfaction made through any channel, it will be assessed and, where appropriate, handled in accordance with this policy.

  • Accessibility of Complaints Process

The Firm is committed to ensuring that it is easy for clients to raise concerns.

Complaints may be submitted via:

We encourage use of these channels so that complaints can be dealt with efficiently and recorded appropriately and to ensure that we deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:

Your Full Name, Contact details and preferred method of contact.

  • Our file reference number.
  • Details of your concern and how you would like us to put things right.
  • What Happens When We Receive a Complaint (General Complaints)

For non-data protection complaints, we will:

  • acknowledge receipt within 7 days
  • record the complaint on our central complaints register
  • investigate the matter appropriately
  • where appropriate, discuss resolution with you
  • provide a written response within 28 days

If we are unable to meet these timescales, we will inform you and agree revised timescales where appropriate.

If you remain dissatisfied following our final response, or after 8 weeks, you may be entitled to refer the matter to the Legal Ombudsman.

Further information is available at: https://www.legalombudsman.org.uk

Time limits generally apply:

  • within 6 months of our final response, and
  • within 1 year of the act or omission complained of (or awareness of it)
  • Data Protection Complaints

Where a complaint relates to the handling or use of personal data, we will:

  • acknowledge receipt within 30 days (calculated from the day after receipt)
  • where necessary, verify identity or authority
  • log the complaint on our internal register
  • provide a copy of our Privacy Notice (if not already provided): https://www.singletonsuk.com/privacy-policy.html
  • investigate and take appropriate steps to respond without undue delay
  • keep you informed of progress
  • provide a written outcome as soon as reasonably practicable

We aim to resolve data protection complaints within 30 days, although this may be extended depending on complexity. Where this is necessary, we will notify you.

You also have the right to complain to the Information Commissioner’s Office (ICO):
https://ico.org.uk/make-a-complaint/

  • Internal Handling and Awareness of Complaints

All staff are required to:

  • recognise expressions of dissatisfaction as potential complaints
  • escalate them promptly in accordance with Firm procedures
  • ensure complaints are recorded appropriately

This applies regardless of how the complaint is received.

Where the Firm becomes aware of a complaint through any channel, it will be assessed and handled in accordance with this policy.

  • Outcome of Complaints

Where we identify that something has gone wrong, we will:

  • apologise where appropriate
  • take steps to resolve the issue
  • implement improvements where necessary
  • Review of Policy

This policy is reviewed periodically to ensure compliance with:

  • SRA Standards and Regulations
  • Legal Ombudsman requirements
  • UK GDPR and ICO guidance
  • Data protection legislation, including future updates under the Data (Use and Access) Act 2025
loading