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.   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.  Our full contact details are as follows: –  

Head Office: Satchell Moran Solicitors 10 Dryden Road Liverpool L7 9PG

Contact: Mr Terry Moran

Branch: Satchell Moran Solicitors 658 Prescot Road Old Swan Liverpool L13 5XE

Contact: Mrs Paula Satchell

Telephone Number : 01512688282

Generic Email Address : info@satchellmoransolicitors.com

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

Please write your complaint in your own words 

 We ask that you do not use AI tools, such as ChatGPT, to write your complaint for you. Complaints are easier for us to understand and investigate when they are written in your own words and explain clearly what happened. 

Please keep your complaint short, clear and focused on the main facts. You do not need to use legal language. It is helpful if you tell us what happened, why you are unhappy, and what you would like us to do. 

If we need anything else from you, we will contact you. 

Timescales

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 as soon as possible.   The purpose of the investigation into the complaint is to identify the cause of the dissatisfaction and, if necessary, offer any redress. 

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 analyst of them will be carried out regularly. 

The Legal Ombudsman will normally expect you to give us up to 8 weeks to resolve your complaint. If we have not resolved your complaint within 8 weeks, or if you are not satisfied with our final response, you may refer the matter to the Legal Ombudsman (see below).  

What to do if we cannot resolve your complaint 

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. 

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: 

• Within six months of receiving our final response to your complaint 

and 

• No more than one year from the date of the act or omission being complained about; or 

• No more than one year from the date when you should reasonably have known that there was cause for complaint. 

For more information contact the Legal Ombudsman– https://www.legalombudsman.org.uk/contact-us/ 

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.