COMPLAINTS PROCEDURE

We are committed to providing a high quality professional legal service to all our clients. If, something goes wrong, we would welcome an opportunity to discuss it with us so that we can improve our services.

What you are required to do

If you have a complaint about any aspect of our service, please contact us in writing with full details and evidence. Please write to the Managing Director, Charlene Berry at:

Berry Legal Consultancy Service
56a Mitcham Road
Croydon
CR0 3RG

What we will do:

  • We will acknowledge your complaint in writing with 2 working days and notify you of the name of the person who will deal with your complaint.
  • We will record your complaint in our central register
  • We will investigate your complaint as follows:
    1. The person dealing with the matter will investigate the circumstances of your complaint and we will write to you within 14 days or slightly longer if there are unforeseen circumstances or pre-arranged holidays. We would hope to resolve the matter at this stage.
    2. We may consider it appropriate to attend our offices to discuss your matter in greater depth, which would assist in resolving the complaint.
    3. If there has been an in person meeting, we will write to you within 5 working days to confirm what has taken place and any agreement reached.

We aim to conclude the procedure within 8 weeks from the date of your complaint. If we do not hear from you in response to our writing to you to answer your complaint, we shall assume at the end of that time that you are satisfied with our explanation or proposals to remedy your complaint.

  • If you are not satisfied with our findings or the outcome of a meeting you can contact us again. We will arrange for someone in the firm who has not been involved in your complaint to review it. This will be done within 14 days or slightly longer if there are unforeseen circumstances or pre-arranged holidays.
  • If we have to change any of the timescales above, we will let you know and explain why.
  • If you remain dissatisfied at the conclusion of the complaints procedure as detailed above, you can contact the Legal Ombudsman and ask them to review the matter. The contact details of the Legal Ombudsman are:

               By post:
               Legal Ombudsman
               PO BOX 6806
               Wolverhampton
               WV1 9JW
               Email: enquiries@legalombudsman.org.uk
               By telephone:  0300 555 0333
               Website: https://legalombudsman.org.uk

If you wish to contact the Legal Ombudsman, you must do so within 6 months of the end of our complaint’s procedure.

  • Subject to the Legal Ombudsman’s regulations they will consider your complaint where the date of the act or omission which is the subject of your complaint (or the date when you should reasonably have known there was cause for complaint) is later than 5 October 2010 and you have referred the matter to Legal Ombudsman no later than 6 years from the act of omission, or 3 years from when you should reasonably have known there was cause for complaint.
  • The right to have your complaint considered by Legal Ombudsman does not apply to larger business clients.

If you are concerned that this firm, or an individual employee or representative of this firm, has acted in a way that is in breach of one or more of the SRA Principles, you should report the matter directly to our regulator, the Solicitors’ Regulation Authority (SRA). Details of the Principles and how to report to the SRA can be found here. SRA | Reporting an individual or firm | Solicitors Regulation Authority