Complaints
Introduction
At Ryan & Co Solicitors, we are committed to providing high-quality legal services. If something goes wrong, or if you are dissatisfied with our service, we want to know.
This policy explains how you can raise concerns, how we will respond, and what steps you can take if the matter remains unresolved.
What is a Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, regarding the service provided by our firm. It may allege that the client has suffered (or may suffer) financial loss, distress, inconvenience, or other detriment.
All clients are informed of their right to complain in their client care letter.
How to Make a Complaint
If you wish to make a complaint, you can contact:
Dave Ryan
Address: Ryan & Co Solicitors, 33-34 Winckley Square, Preston, Lancs. PR1 3JJ
Tel: 01772 447777
Email: dryan@ryanandcosolicitors.co.uk
If you prefer, complaints can also be made verbally, either over the phone or in person. We will confirm in writing our understanding of your concerns.
What Happens Next?
Once we receive your complaint:
- Acknowledgement – You will receive a written acknowledgement within 2 working days, together with a copy of our Complaints Policy
- Investigation – Your complaint will be recorded in our central register and assigned to the Complaints Partner for a fair and independent investigation
- Initial Response – We will respond in full within 5 working days, either with a detailed reply and proposed resolution or a request for further information. If additional time is needed, we will let you know
- Further Updates – A full written response will be provided within 28 days of receipt. Where applicable, you may be invited to a meeting to help resolve the matter
- Resolution – If your complaint is upheld, we will explain the outcome and propose any appropriate remedies such as:
- An apology
- A full explanation
- Transfer of your matter to another fee-earner
- Costs concession
- Delays – If we are unable to meet the stated timescales, we will update you and explain the reasons for the delay
Review Process
If you are dissatisfied with the initial response, please let us know in writing. Your complaint will then be reviewed by:
Beverley Hackett
Address: Ryan & Co Solicitors, 33-34 Winckley Square, Preston, Lancs. PR1 3JJ
Tel: 01772 447777
Email: bhackett@ryanandcosolicitors.co.uk
A fresh review will be conducted, and you will receive a written outcome within 28 days.
If You Remain Dissatisfied
You have the right to escalate your complaint to the Legal Ombudsman, an independent body that investigates complaints about legal services.
Contact details:
📧 enquiries@legalombudsman.org.uk
📮PO Box 6167, Slough, SL1 0EH
Time limits:
- Within 6 months of receiving our final written response
- Within 1 year of the act or omission or from the date you became aware of the issue
Note – The Legal Ombudsman handles service-related complaints only. For concerns about professional conduct, you may contact the Solicitors Regulation Authority (SRA) at 🌐www.sra.org.uk
Complaints Handling Procedure
Aims
- To comply with the SRA Standards and Regulations 2019 and relevant consumer protection laws
- To ensure a clear, fair, and efficient complaints process
- To record and use complaints constructively to improve our services
Complaint Identification
Complaints may be received:
- In writing (letter, email, feedback questionnaires)
- Verbally (telephone or in person)
All complaints will be logged in our Central Complaints Register and assigned a unique reference number.
Record Keeping
- Complaints are recorded in the Central Complaints Register
- A new case file is opened
- All correspondence and documentation is retained in digital format within this system
- A record of action taken and resolutions proposed is maintained
Using Complaints for Improvement
Every complaint is an opportunity to review and improve our systems, training, and communication. We regularly review complaint trends to inform quality assurance and professional development.