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Complaints Policies

Complaints Policy

If you are unhappy with the quality of service you receive from Barings Solicitors, we will endeavour to set things right. The firm is committed to providing the highest standard of service to all its customers. Our aim is to get things right first time.

How do I make a complaint against the firm?

The Firms Complaints Procedure is designed to address any specific concerns our customers have that relate to the quality of customer service provided by the staff.

For example this might include:

  • Maladministration;
  • Delays in receiving information/responses within accepted timeframes;
  • Difficulty in contacting the correct person;
  • Incorrect information or guidance issued by the firm; or •     Attitude and conduct of the staff.

The procedures set out below explain how you can make a complaint about the quality of our services. Please note that there are separate complaints procedures in place for any dealings with us outlined below.

How do I make a complaint against the firm?

Our aim is to resolve any complaint quickly and you are invited initially to bring any matter of concern to the attention of the individual with whom you have been dealing. However, if you still feel dissatisfied after this approach, you may initiate a formal complaint in writing.

Formal Procedures – Step 1

All formal complaints should be in writing.  Please provide as much information as possible along with contact details, such as your name, telephone number and postal address.  We will handle any personal data you provide in accordance with the Data Protection Act 1998.

You can write to us at the following address:

Complaints Officer

Barings Limited, 709 Stockport Road, Manchester, M19 3AG

Or email us at info@baringslaw.com

In all cases the Firm will:

  • Acknowledge receipt of your complaint;
  • We will normally issue a letter of acknowledgement within two working days of receiving your complaint;
  • Treat your complaint in a confidential manner;

Complaints Procedure

  • Refer your complaint to the relevant Director;
  • Carry out a thorough investigation;
  • Aim to provide a written reply to your complaint with a full explanation of the outcome of our investigations within 20 working days and, where this is not possible, let you know when a reply can be expected;
  • Apologise if we have made a mistake or if a problem has been caused by us; and
  • Let you know what we have done to put things right.

Formal Procedures – Step 2

If you are still not satisfied with our response, you can write to the Complaints Officer giving your reasons. The Complaints Officer will ask another Senior Official to undertake a review.

The official will aim to reply within 20 working days. If this deadline cannot be met, we will advise you when you can expect a full response.  At this stage you will be advised that you have used all the steps in Department’s complaints procedures and recommend that you refer the matter to the Legal Services Ombudsman.

Formal Procedures – Step 3

You have the right to complain to the Legal Ombudsman at the conclusion of the matter within 3 months of receiving our final decision letter on any issue. See the following link http://www.olso.org/complaints_how_to.asp.

 

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Barings Solicitors were outstanding! I have used other solicitors before but no other firm made me feel like they really cared about me as a person. Thank you so much!


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