We are 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. You may also complain direct to the Legal Ombudsman or the Solicitors Regulatory Authority, as set out below.
A. Contacting Tibber Marks with your complaint
If you have a complaint, contact us with the details.
- We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within three working days of us receiving your complaint.
- We will then start to investigate your complaint. This will normally involve the following steps.
- (i) We will pass your complaint to Ben Marks, who is responsible for our client care matters. If Ben Marks was the fee earner who acted for you your complaint will be passed to the other Director, Alan Tibber.
- (ii) Ben Marks /Alan Tibber will ask the member of staff who acted for you to respond to your complaint within seven working days.
- (iii) Ben Marks / Alan Tibber (as appropriate) will then examine their response to your concerns and will write to you with a detailed reply to your complaint. This will include our suggestions for resolving the matter. He will do this within fourteen working days of sending you the acknowledgement letter.
- If you are not happy with the response and proposed resolution you will be invited to attend a meeting with either Ben or Alan and discuss, and hopefully, resolve your complaint. This will be done within fourteen working days of your agreement to a meeting.
- Within three days of the meeting either Ben or Alan will write to you to confirm what took place at the meeting and to confirm any solutions he has agreed with you.
- At this stage, if you are not satisfied you should contact us again. We will then arrange to review our decision. This will happen in one of the following ways.
- (i) Another partner in the firm will review the decision.
- (ii) We will ask our local Law Society or another local firm of solicitors to review your complaint.
- (iii) We will invite you to agree independent mediation. Once the way forward is determined and agreed we will let you know who will be undertaking the review and how long this process will take. We will write to you within fourteen working days of receiving the results of the review confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of receiving a final written response from us about your complaint. If we have to change any of the timescales above we will let you know and explain why.
B. Contacting the Legal Ombudsman or the Solicitors Regulatory Authority
Tibber Marks will always aim to act in such a way that a complaint to the below channels will not be necessary. However, we are required to provide the information below, should it be of assistance.
The Solicitors Regulation Authority could help you if you think a solicitor might be dishonest or you have concerns about their behaviour.
- Shutting down their law firm without telling you.
- Dishonesty or deliberately overcharging you.
- Taking or losing your money.
- Treating you unfairly because of your age, a disability or other characteristic.
The Legal Ombudsman could help you if you are not happy with your solicitor’s work or service and need to put things right.
- Not replying to your emails, letters or calls.
- Losing your documents or giving you unclear advice.
- Charging you an amount you are not happy with.
- Not explaining issues properly so you do not understand.