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Our complaints policy


SNS Group LLP 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.


Our complaints procedure
 

If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact us as soon as you are aware of the problem so this can be addressed.


What will happen next?

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  1. 1. We will send you a letter acknowledging receipt of your complaint within ten working days of our receiving the complaint, enclosing a copy of this procedure.


  2. 2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Gareth Scott, who will review your matter file and speak to the member of staff who acted for you. Please write to the following address: Denning House, 1 London Road, Maidstone,Kent ME16 8HS or by email to gareth@snslaw.co.uk


  3. 3. Mr Scott will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.


  4. 4. Within three days of the meeting, Mr Scott will write to you to confirm what took place and any solutions he has agreed with you.


  5. 5. If you do not want a meeting or it is not possible, Mr Scott will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.


  6. 6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.


  7. 7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.


  8. 8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, by email at enquiries@legalombudsman.org.uk or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint.

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  10. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk. If we have to change any of the timescales above, we will let you know and explain why.

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You can raise concerns with the Solicitors Regulation Authority here: https://www.sra.org.uk/consumers/problems/report-solicitor
 

If your complaint relates to our bill you may have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Please also note that if part or all of a bill remains outstanding we may be entitled to charge you interest.

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