74 Belsize Lane . London . NW3 5BJ

Family Law, Litigation & Probate

phone icon020 7317 8930
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Terms of Business including Complaints Handling

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Website Terms of Business

 

About us

Melanie Craig Solicitor (trading as Craig Solicitors) is a Sole Practitioner Practice.  We are authorised and regulated by the Solicitors Regulation Authority under SRA Number 45641.

 

We are registered for VAT and our VAT registration number is 388 0197 21.

Disclaimer

This website and other materials posted on our website contain general information based on English law and, whilst we make every effort to ensure that the contents are accurate and up to date, nothing in these pages should be construed as legal advice.  We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our website, or by anyone who may be informed of its contents.  Please contact us for specific legal advice.

 

Accessing our website

Access to our website is permitted on a temporary basis and we reserve the right to withdraw or amend the service we provide on our website without notice.  We will not be liable if for any reason our website is unavailable at any time or for any period.

 

From time to time, we may restrict access to some parts of our website, or our entire website, to users who have registered with us.

 

You are responsible for making all arrangements necessary for you to have access to our website.  You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms, and that they comply with them.

 

Social Media

Any social media accounts we have are managed by the marketing team.  Social media does not replace our other contact processes.  This practice does not accept service of any documents via social media.

 

Links to other websites

These Terms of Business and our Privacy Notice only covers this practice’s website.  We are not responsible for the data policies, procedures, practices or content of any linked or third party websites.  We recommend that you check the privacy and security policies of each website you visit.

 

Security

We endeavour to take all reasonable steps to protect your personal information but cannot guarantee the security of any data you disclose online.  Please note that email is not a secure medium and should not be used to send confidential or sensitive information.  You accept the inherent security risks of providing information and dealing online over the internet and will not hold us responsible for any breach of security unless this is due to our negligence or wilful default.

 

Complaints Handling

1.  We are committed to providing a high-quality legal service.

2. We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.

3. How do I make a complaint?

3.1 You can contact us in writing (by email or letter) or by telephone.

3.2 Please contact our Complaints Handling Principal who has overall responsibility for complaints and whose contact details are: Melanie Craig, Craig Solicitors, 74 Belsize Lane, London, NW3 5BJ, by email to melanie@craiglaw.co.uk, or by telephone 0800 6121080.

3.3 To help us to understand your complaint, and in order that we do not miss anything, please tell us:

3.3.1 your full name and contact details;

3.3.2 the details of your complaint;

3.3.3 how you would like your complaint to be resolved; and

3.3.4 your file reference number (if you have it).

3.4 If you require any help in making your complaint we will try to help you.

4. How will you deal with my complaint?

4.1 We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy.

4.2 We will investigate your complaint. This will usually involve:

4.2.1 reviewing your complaint;

4.2.2 reviewing your file(s) and other relevant documents; and

4.2.3 liaising with the person who dealt with your matter (where this is not the complaint handler).

4.3 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

4.4 We will update you on the progress of your complaint at appropriate times.

4.5 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.

4.6 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

5. What to do if we cannot resolve your complaint

5.1 We have eight weeks to consider your complaint. If we have not resolved it within this time you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.

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

5.2.1 within six months of receiving a final response to your complaint;

           and 

5.2.2 no more than six years from the date of act/omission; or

5.2.3 no more than three years from when you should reasonably have known there was cause for complaint.

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

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

5.4 Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme, e.g. such as ProMediate. We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

5.5 If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU ‘ODR platform’.

5.5.1 The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.

5.5.2 The website address for the ODR platform is: http://ec.europa.eu/odr.

6. What to do if you are unhappy with our behaviour

6.1 The Solicitors 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 your age, a disability or other characteristic.

6.2 Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority.

7. What will it cost?

7.1 We will not charge you for handling your complaint.

7.2 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is set out in our Terms of Business.

7.3 The Legal Ombudsman service is free of charge.

7.4 The ODR platform itself is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.

 

Accessiblity

Please note if you have a disability, please let us know and we will endeavour to make reasonable adjustments to provide you with suitable access to our services.  Where are you unable to access our offices, we can arrange an appointment at an alternative location, or a home visit.  Please contact us for further information.

 

Governing law

These website terms and all issues regarding our website are governed by English law.

 

Changes to these Terms of Business

We may update these Terms of Business by posting a new version on this website.  You should check this page occasionally to ensure you are familiar with any changes.

 


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