Complaints Procedure

Introduction

Any expression of dissatisfaction about the service you have received from Irwin Mitchell will be considered seriously and we will ensure that we respond promptly to any complaint.

Irwin Mitchell LLP is committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to achieve an acceptable standard of service we want you to tell us.  We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively and try to generate a positive and speedy solution.

What to do if you have a complaint about the service we have provided

In the first instance you should contact the person dealing with your case. This is usually the person named in the initial letter we sent to you at the start of your matter. You can do this either by telephone, in writing or by email. Your complaint will be acknowledged upon receipt. In most cases the person dealing with your matter will be able to resolve your concerns immediately. If this is not possible we aim to provide a full response within ten business days. If the matter is complex you may have to wait a little longer but we will always write to you within ten business days to provide a full update on progress and give you an estimate as to when we can provide a full response.

If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to his/her supervising partner or manager. The name of the supervising partner or manager will also be found on your initial correspondence or, if you do not have this, by contacting our Client Care team on 0121 214 5259. The supervising partner or manager will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days.  If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response.  If we believe it would be helpful, we may suggest a meeting.

If, following investigation by the supervising partner or manager, you remain dissatisfied with the response then your complaint may be referred to Maria Kesterton, our Client Care Manager at 31 Temple Street, Birmingham B2 5DB. If there are any circumstances which make it difficult for you to make a complaint in writing, please call the Client Care team on 0121 214 5259 who will do all they can to assist you. The Client Care team will ensure that your complaint about the service provided by Irwin Mitchell is carefully examined and resolved as quickly as possible. 

Referral to the Legal Ombudsman

If you are not satisfied with the final response of our Client Care team you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

The Legal Ombudsman’s contact details are as follows: 

Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Minicom: 0300 555 1777
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ