Complaints Procedure

Introduction

Any expression of dissatisfaction will be considered seriously and we will ensure that we respond promptly to any complaint.

Irwin Mitchell 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

For our offices in England and Wales >

For our office in Scotland >

Complaints in England and Wales

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 via email.  In many cases the person normally dealing with your matter will be able to resolve your problem immediately. If this is not possible we aim to provide a full response within a maximum of fifteen working days.  If the matter is complex you may have to wait a little longer but we will always write to you within fifteen working 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 fifteen working days.  If the matter is complex and it takes longer to deal with your complaint, we will contact you 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 are still not satisfied with the response then your complaint may be referred to Maria Kesterton our Client Care Manager at 31 Temple Street, Birmingham B2 5DB.  Mrs Kesterton will ensure that your complaint is carefully examined and resolved as quickly as possible.

If you are not satisfied with our final response you may refer your complaint to the Legal Complaints Service or Solicitors Regulation Authority.  The Legal Complaints Service will usually consider a complaint only if our internal complaints procedure has been exhausted.  Mrs Kesterton will provide details if this becomes appropriate.