Complaints Procedure

Complaints Policy

We strive to provide the best possible service to you and always welcome feedback. However, if you ever become unhappy or concerned about our service, please let us know, so we can quickly resolve any issues.

How to make a complaint?

The best person to talk to about any issues is your file handler. They should be able to resolve any concerns promptly. However, you may want to make a formal complaint.

Our complaints process

If you wish to make a formal complaint, please contact the Complaints Partner at:

  • Post: The Complaints Partner, Pryers Solicitors LLP, 18 Back Swinegate, York, YO1 8AD
  • Telephone: 01904 556600

Our Complaints Partner will review your file and investigate your complaint. We have eight weeks to consider and resolve your complaint. We will write to you to let you know the outcome of that investigation with any corrective action or next steps.

If you are not satisfied with our response, you can ask for another Partner of the firm to look at it again.

All our complaints are reported to our Complaints Partner, the Partners of the firm, and to our Compliance Officer for Legal Practice (the COLP).

We keep a record of all complaints to make sure our processes and staff provide the best service we can. We monitor this data to look for improvements in the service we provide.

Please do not worry, if you make a complaint, we will continue to work hard on your case to get you the best outcome possible.

What to do if we cannot resolve your complaint

The Legal Ombudsman is an independent body who can help if we cannot resolve your complaint. They will normally only investigate a complaint once we have given our final response.

The Legal Ombudsman will then investigate your complaint independently. They will only deal with complaints made to them:

Within six months of receiving our final response

and

No more than six years from the date of act/omission; or

No more than three years from when you should reasonably have known there was cause for complaint.

For more information about the Legal Ombudsman:

What to do if you are unhappy with our behaviour

In addition, we are regulated by the Solicitors Regulation Authority (“the SRA”). They work with solicitors firms such as ours to make sure we comply with their Principles, to make sure we behave independently, fairly and with integrity to best serve the interests of our clients and the public interest. They welcome information about dishonesty or breaches of their Principles.

Please note the SRA is not able to deal with issues of poor service.

Examples of where the SRA could help include:

  • Shutting down our firm without telling you.
  • Dishonesty or deliberately overcharging you.
  • Taking or losing your money.
  • Treating you unfairly because of your age, a disability or other characteristic.

The SRA also have useful guidance and resources in relation to reporting your solicitor on their website at https://www.sra.org.uk/consumers/problems/report-solicitor/ (telephone: 0370 606 2555).