Our Client Feedback Policy
Our Client Feedback Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it because client service is at the heart of everything we do here at Mogers Drewett. Your comments will help us to improve our standards and make us better.
We like to know when you have been impressed by us but equally we take any expression of dissatisfaction seriously and we consider everything that our clients tell us about the experience that they have received.
Ways to let us know what you think
There are several ways you can let us know what you think, whether that is good or bad:
- We send a satisfaction survey to our non-commercial clients at the end of every matter. Please complete and return this to us, as this will allow you an opportunity to comment upon the service that we have provided or to praise our good work.
- Please feel free to raise your comments with the person in our firm that you have been working with. This is normally the person named in the initial client care letter that we sent to you at the beginning of your matter. They should be able to deal with your comments promptly.
- Should you not feel able to speak about your comments to the person you have been dealing with, then please do not hesitate to contact our Risk and Compliance Team who will raise your comments with the person involved and/or their Head of Department. The contact details are:
| Contact name | John Grace |
| Telephone | 01749 835 273 |
| john.grace@mogersdrewett.com | |
| Address | Mogers Drewett, Bishopbrook House, Cathedral Avenue, Wells, BA5 1FD |
- Sometimes it may not be possible to easily resolve matters, in which case you may wish to make use of our formal complaints procedure.
Our complaints procedure
Should you wish to make a formal complaint then we would ask that you put this in an email or letter to our Risk and Compliance team whose details are above.
- We will acknowledge receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
- We will deal with your complaint by looking at the relevant file and we may discuss your complaint with the person who handled your matter and/or their head of department. You may also be contacted in order to discuss or clarify your complaint as part of the investigation.
- Occasionally, we reserve the right to outsource any complaint to CRCS legal Ltd who will deal with the matter on our behalf. You will be notified if this is the case.
- Normally you will receive a full written response within 28 working days of our acknowledgment of your complaint, which will set out the result of the investigation and any proposals for resolving matters. You will be asked to confirm, within 7 days that you accept the conclusion of the investigation or whether you wish to provide further comments. You will receive a response to any additional comments that you make within 7 working days of our receipt of those comments.
- Sometimes, perhaps due to the complexity of what you have raised or the absence of the person involved, it may take a little longer to consider matters. If that is the case, then you will be contacted with an update on how the investigations are going and with a revised timetable. However, if we have not been able to resolve matters within 8 weeks, you are entitled to refer the matter to the Legal Ombudsman.
What if we cannot resolve matters?
If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman.
The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.
You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.The Legal Ombudsman will have the discretion to extend the 1 year time limit in specific circumstances if, on the evidence, it is fair and reasonable to do so.
The Legal Ombudsman’s contact details are as follows:
| Telephone | 0300 555 0333 (between 9.00 to 17.00) |
| enquiries@legalombudsman.org.uk | |
| Address | Legal Ombudsman, PO Box 6167, Slough, SL1 0EH |
| Website | www.legalombudsman.org.uk |
Solicitors Regulation Authority can help you 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. Visit their website for details about how you can raise your concerns.