Complaints

SHU Law Ltd is committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, write to SHU Law Ltd, marked for the attention of supervising solicitors, Sally Mallinson Ayres or Rebecca Draper. Please mark your correspondence as a complaint.

What will happen next?

  • SHU Law Ltd will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. Your complaint will be reported to the Supervising Solicitors, who will investigate your complaint. The Supervising Solicitors will consult with the student advisers and academic ‘Firm Supervisor’ as a fact finding exercise and a file review will be carried out.
  • You will then be invited to meet one of the Supervising Solicitor to discuss your complaint, with a view to trying to resolve the issue. This will be done within 14 calendar days of sending you the acknowledgement letter.
  • Within 3 working days of the meeting, the Supervising Solicitors will send you a letter to confirm what was discussed and any solutions or further action agreed.
  • If you do not wish to attend a meeting or it is not possible, the Supervising Solicitors will send a detailed written reply including suggestions for resolving the matter, within 21 calendar days of sending the acknowledgement letter.
  • At this stage, if you are still not satisfied, you should write to the Supervising Solicitors asking for the decision to be reviewed. At this stage the matter will be reported to and reviewed by the Dean of the Faculty of Development and Society.
  • We will write to you within 14 days of receiving the request for a review to confirm SHU Law Ltd’s final position.
  • If you remain dissatisfied, you can involve the Legal Ombudsman (see: legalombudsman.org.uk). Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on the complaint and within 12 months from when the problem first occurred. For further information, you should contact the Legal Ombudsman by post at: PO Box 6806, Wolverhampton WV1 9WJ, by telephone on: 0300 555 0333, or by email at: enquiries@legalombudsman.org.uk

 

If you have any complaints in relation to any professional conduct issue you are also entitled to issue a complaint to the Solicitors Regulation Authority (details available online).

If any changes to the timescales above are required, we will notify the relevant client to provide reasons.