Complaints Procedure

Our aim is to give you the best possible service at all times. We will do everything we can to ensure that your objectives in using our services are achieved efficiently and professionally. However, if you have a concern or complaint about our services do let us know as soon as possible. In the first instance, please feel free to contact the solicitor who is working on your matter to discuss your concerns and we will do our best to resolve any issues at the outset. If we are unable to resolve your complaint at this point and you would like to make a formal complaint, then please put your concerns in writing to us and we will deal with the matter under our formal procedure.

Complaints made in Writing

Please give the following details:

• Your name and address;

• Which member(s) of the firm you are complaining about;

• The detail of the complaint; and

• What you would like done about it.

Please address your complaint to Anna Skurczynska (01865 339337 anna.skurczynska@openplanlaw.com) or Sarah Hadland (01865 339337 sarah.hadland@openplanlaw.com) both Directors of Open Plan Law. You can also send your complaint by post: Prama House, 267 Banbury Road, Oxford OX2 7HT.

We will, where possible, acknowledge receipt of your complaint within five working days and provide you with details of how your complaint will be dealt with. Once received, your complaint will be allocated to a Director not subject of the complaint. Alternatively, if we cannot resolve the complaint between us, we will propose an alternative third party for your approval. The person appointed to investigate will write to you as soon as possible to let you know they have been appointed and that they will reply to your complaint within 14 days. If they find later that they are not going to be able to reply within 14 days, you will be informed of a new date for a reply. The substantive reply will set out:

• The nature and scope of the investigation;

• The conclusion on each complaint and the basis for each conclusion; and

• If found that you are justified in your complaint, the proposals for resolving the complaint.

Confidentiality

All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. Disclosure will be to the solicitor and to anyone involved in the complaint and its investigation. Such people will include the member or staff who you have complained about, and the person who investigates the complaint. The Solicitors Regulation Authority is entitled to inspect the documents and seek information about the complaint when discharging its auditing and monitoring functions.

Our Policy

We will make a written record of any complaint and retain all documents and correspondence generated by the complaint for a period of six years. As part of our commitment to excellence, we will review any complaints received and plan appropriate steps with the view to improving our services.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves or if you are unhappy with the outcome of our investigation. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within the following time limits:

a) six years from the date of the act/omission;

b) three years from the date that the complainant should reasonably have known there were grounds for complaint (if the act/omission took place before the 6 October 2010 or was more than six years ago); or

c) within six months of the complaint receiving a final response from their lawyer

The Ombudsman can extend the time limit in exceptional circumstances.

You can contact the Ombudsman at:

Legal Ombudsman PO Box 6167, Slough, SL1 0EH; telephone 0300 555 0333; enquiries@legalombudsman.org.uk; www.legalombudsman.org.uk

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