Our RegulationsSpall Clark Solicitors Limited is authorised and regulated by the Solicitors Regulation Authority (SRA number 660413). As solicitors we are subject to the Solicitors’ Code of Conduct. A link to the Code of Conduct for firms can be found here and a link to the Code of Conduct for solicitors can be found here. Further information about the SRA Standards and Regulations can be found here. Our head office address is 11 Laurel Close, Sandbach, Cheshire, CW11 4EQ.
Complaints Policy and ProcedureWe are committed to providing a quality service to our clients. We value feedback from clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it. If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right.
What do I do if I have feedback or a complaint?At first it would be helpful if you could discuss any feedback or concerns which you have about our service or how it might be improved with the solicitor dealing with your matter. If the solicitor dealing cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with your solicitor, then you may discuss this with our complaints manager as a complaint under this policy. Our complaints manager is Paul Clark and he can be contacted by telephone 01270 868 373, by email firstname.lastname@example.org or by post 11 Laurel Close, Sandbach, Cheshire, CW11 4EQ.
How do I raise a complaint under this policy?It would help us if you could email or write to us with:
- why you feel dissatisfied with the service which you have received;
- how you would prefer to be contacted about your complaint;
- if there is anything in particular which you would like us to do to resolve your complaint.
What happens after I have made a complaint under this policy?We will:
- send an acknowledgement of your complaint within 7 days of receiving it;
- log your complaint on our central complaints register;
- investigate the concerns and arrange a discussion with you to try to agree how to resolve the issues within 21 days of receiving your complaint;
- write to you within 28 days of receiving your complaint to confirm the outcome of this.