Tucker Turner Kingsley Wood & Co.

Our Complaints Procedure

It is important to us that we provide services of the highest quality to all of our clients. We aim to ensure that any complaints that clients may have are identified and dealt with in accordance with this procedure.

Making a complaint

You can register your complaint with the person dealing with your matter or the Client Services Partner, Simon Banfield. Our Client Services Partner, Simon Banfield, is responsible for ensuring that complaints are handled effectively and in accordance with this procedure.

Investigating your complaint

(1) We will acknowledge your complaint within seven days.
(2) We will conduct a full investigation and an independent review of your matter.
(3) We aim to respond in full within 28 days. However, if your complaint is of a more complex nature we will require more time but we will let you know when you will receive a full response.
(4) We will reply to you, usually in writing to tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
(5) If you are dissatisfied with the outcome, or the way your complaint has been handled, you may write to Simon Banfield who will make such further investigations as are necessary.
(6) Simon Banfield will inform you of the conclusions and any alternative proposals to resolve your complaint, usually within 28 days of this being referred to him.
(7) If still unresolved at this stage, you may take your complaint to the Legal Complaints Service at the Solicitors Regulation Authority.

Legal Complaints Service ("LCS")

The LCS is an independent organisation established by the Solicitors Regulation Authority (“SRA”) to deal with complaints against Solicitors. The SRA is the Solicitors’ professional body which has powers and responsibilities to ensure that all Solicitors observe proper standards of behaviour and provide professional services of an adequate standard.

The LCS may:
  • Investigate the quality of professional service supplied by a solicitor to a client.
  • Investigate allegations that a solicitor has breached rules of professional conduct.
  • Express a view on whether a solicitor’s charges are fair and responsible.
The LCS will not:
  • Determine whether a solicitor has been negligent.
  • Give legal advice or tell a solicitor how to handle a case.
  • Review the outcome of a court case.
  • Review a decision of the Legal Services Commission (the body that regulates the provision of legal aid).
Before it will consider a complaint the LCS generally requires that the firm’s internal Complaints Procedure has been exhausted. If it is necessary to involve the LCS it may take up to six months from the end of the firm’s procedure; this can be checked at www.legalcomplaints.org.uk, or by telephoning the LCS on 0845 608 6565. If the LCS is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.

The LCS address is: Legal Complaints Service, Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE; telephone, 01926 820082; or view their website at www.legalcomplaints.org.uk