Complaints procedure

Introduction

Satchell Moran Solicitors Limited operates a complaints system in accordance with the requirements of the Solicitors Regulation Authority. This procedure is not only for the benefit of our clients but also for the benefit of our staff. It helps us improve the service we provide, and in the event that that service falls below the standard expected of us, it explains the steps to take in relation to making a complaint.

What is a complaint?

“A complaint is an expression of dissatisfaction. The expression may be in writing, in person or on the telephone”.

Procedure

If you wish to complain about any aspect of the service provided to you, please contact our office via any of the following methods:

• By telephone;
• Make an appointment to discuss your complaint;
• Forward your complaint in writing;
• Or email your complaint to terry@satchellmoransolicitors.com

The firm’s Complaints Handling Manager is Mr Terry Moran and he is based at 10c/10d Dryden Road, Liverpool, L7 9PG. In the event of a complaint being raised against Mr Terry Moran then Mrs Paula Satchell who is also a Director, will investigate the complaint. Mrs Paula Satchell is based at 658 Prescot Road, Liverpool, L13 5XE.

We will endeavour to acknowledge any complaint received within 48 hours of receipt.

You must register your complaint with us within one year of the act or omission being complained about, or one year from the date when you should have realised that there was cause for complaint.

Our Complaints Handling Manager will carry out an internal investigation of your complaint and will respond to you fully in writing within 10 working days. The purpose of the investigation into the complaint is to identify the cause of the dissatisfaction and, if necessary, offer any redress.

The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint.

Our Complaints Handling Manager will also identify if any of our procedures are deficient and require improvement. The outcome of the complaint will be recorded in our central records and an analysis of them will be carried out regularly.

However, if you are unhappy with the outcome of your complaint, you can contact the Legal Ombudsman for further advice. Their details are as follows:

PO Box No 6167
Slough
SL1 0EH

Helpine: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

Please note you have 6 months from the conclusion of your original complaint with us to contact the Legal Ombudsman.

Our office addresses are:

Head Office

10 Dryden Road
Liverpool
L7 9PG

Walk In Branch

658 Prescot Road
Old Swan
Liverpool
L13 5XE

Telephone: 0151 268 8282
Email: info@satchellmoransolicitors.com

Other Steps

Initially, it may be better to contact the member of staff working on your case to discuss your worries, to which we will do our best to ensure any issues are resolved.

If you feel you aren’t able to discuss your concerns with your file manager, please contact our Complaints Handling Manager, Terry Moran via terry@satchellmoransolicitors.com.

Give Us A Head Start

To give us a better understanding of your situation, please tell us:

• Your full name and contact details
• Your concerns and what you think we got wrong
• How you would like your complaint to be sorted
• Your reference number (if you have it available)

We are here to assist you when making a complaint, we want to do better! If you need any help please don’t be afraid to ask.

Will I Be Charged For Making A Complaint?

No, we will not charge you anything for handling your complaint.

What To Do If You’re Unhappy With Our Behaviour?

If you have concerns about our conduct or the management of your case/complaint, the Solicitors Regulation Authority is available to assist. This includes matters such as dishonesty, mishandling funds, or unfair treatment based on age, disability, or other characteristics.

Explore the SRA’s website for guidance on addressing your concerns, click here.