Paul Crowley & Co Complaints Procedure

Introduction

Paul Crowley & Co operates a complaints system in accordance with the requirements of the Solicitors Regulation Authority and the Law Society (Lexcel).

This procedure is not only for the benefit of our clients but also for the benefit of our staff. It helps us improve the service we provide, and should that service fall below the standard expected of us it explains the steps to take in relation to making a complaint.

What is a Complaint

“A complaint is an expression of dissatisfaction. The expression may be in writing, in person or on the telephone.”

Procedure

If you wish to complain about any aspect of the services provided to, you the first point of contact should be with your Fee Earner. Early notification of dissatisfaction can often lead to a speedy resolution without the need to escalate the issue. If your Fee Earner does not provide a satisfactory response, please ask to speak to their Department Head. If you remain unhappy then you should contact the Complaint Manager for resolution.

In which case, please contact our office via any of the following methods :

  • By telephone
  • Make an appointment to discuss your complaint
  • Forward your complaint to us in writing
  • Or by email to the Operations Director Mr Philip Barnes: philip.barnes@paulcrowley.co.uk 

The Firm’s complaints are handled by the Operations Director, Mr Philip Barnes. He is based at 232 Breck Road Anfield Liverpool L5 6PX. In the event of a complaint being raised against Mr Philip Barnes, then Mr Paul Crowley will investigate the complaint.  Mr Paul Crowley is also based at 232 Breck Road.

We will endeavour to acknowledge any complaint received within 48 hours of receipt.

Mr. Philip Barnes will then carry out an internal investigation of your complaint and will respond to you fully in writing within a further 28 working days.

The purpose of the investigation into the complaint is to identify the cause of the dissatisfaction and offer any redress.

He will also identify if any of our procedures are deficient and require improvement.

The outcome of the complaint will be recorded in our central records and an analysis of them carried out every 6 months.

However, if you are unhappy with the out come of your complaint you can contact the Legal Ombudsman for further advice, their details are as follows:

PO Box 6806, Wolverhampton. WV1 9WJ

Helpline:
0300 555 0333

Email:
enquiries@legalombudsman.org.uk

Please note you have 6 months from the conclusion of your original complaint with us to contact the Legal Complaints Service.

Our Office Addresses:

Principal office:

Frank Crowley House, 232 Breck Road, Anfield, Liverpool. L5 6PX
Telephone: 0151 264 7363
Facsimile: 0151 263 4719

Other offices:

267 Breck Road, Anfield, Liverpool. L5 6PT
Telephone: 0151 264 7363
Facsimile: 0151 263 4719

3rd Floor, No 1 Old Hall Street, Liverpool, L3 9HF
Telephone: 0151 556 2600
Facsimile: 0151 556 2609