Complaints Policy

Complaints Policy and Process

At Endeavour Law, we are committed to delivering high-quality legal advice and services. When things go wrong, we encourage you to share your concerns, as they help us improve and maintain the standard of service we promise to deliver.

Our Commitment

We are committed to:

• Ensuring the complaints process is clear and accessible
• Taking every complaint seriously
• Handling complaints efficiently and fairly
• Using complaints as an opportunity to learn and improve

How to Make a Complaint

We believe most concerns can be resolved quickly through informal discussions. If you have a complaint, please email us at help@endeavour-law.co.uk.

If the issue cannot be resolved informally, you can submit a formal complaint by contacting Jonathan Smith, our Client Care Partner. Contact details:

• Address: 21 Old Field Road, Bocam Park, Pencoed, Bridgend, CF35 5LJ

• Email: help@endeavour-law.co.uk

• Phone: 01656 508357

If any responsibilities or timelines need to be adjusted during the process, we will inform you and explain the reasons.

Our Complaints Resolution Process

Step 1: Initial Investigation

1. Acknowledgement of Your Complaint:

   • Within three working days, we will acknowledge your complaint and request any additional information if necessary. If appropriate, we may suggest an initial meeting to discuss the matter. We will also inform you of the person responsible for handling your complaint.

2. Complaint Registration:

   • We will record your complaint in our central register and open a complaint file. The relevant case file will also be reviewed as part of the investigation.

3. Meeting to Discuss Your Complaint:

   • If necessary, we will invite you to meet with Jonathan Smith to discuss your concerns. We aim to arrange this meeting within 14 days of receiving your complaint. If a meeting is not possible or preferred, we will send you a detailed response in writing, setting out our findings and any recommended actions.

4. Follow-Up After the Meeting:

   • Within three days of any meeting, we will write to you confirming what was discussed and any agreements made. Possible resolutions could include an apology, a fee reduction, or a repayment if appropriate.

Step 2: Further Review

1. Further Review if Required:

   • If you remain dissatisfied after Step 1, please let us know. We will arrange for a review within 10 days, which may involve one of the following:
   • An independent review by someone within the firm who was not involved in the original complaint
   • A referral to the local law society or another law firm to review the complaint, with details of the timeline provided
   • An invitation to participate in independent mediation, with an estimated timeframe provided

2. Final Outcome:

   • We will let you know the result of the review within five days of its completion. At this stage, we will confirm our final position and explain our reasoning. We will also provide you with details of an approved Alternative Dispute Resolution (ADR) body, though we do not currently agree to participate in ADR schemes.

Please note: Under European Directive 2013/11/EU, we are required to inform you of an ADR body. However, we do not agree to participate in such schemes.

Taking Your Complaint Further: Legal Ombudsman

If you remain unhappy after Step 2, you can refer your complaint to the Legal Ombudsman. They handle complaints against legal service providers.

Legal Ombudsman Contact Details:

• Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.

• Phone: 0300 555 0333

• Email: enquiries@legalombudsman.org.uk

• Website: www.legalombudsman.org.uk

Time Limits for Complaints:

• You must contact the Legal Ombudsman within one year of the incident or of becoming aware of the issue.
• Complaints should be referred to them within six months of receiving our final response.

Complaints About Professional Conduct

If you believe we have acted unethically or in breach of the Solicitors Regulation Authority’s (SRA) Principles, you can raise the issue directly with the SRA. Examples include dishonesty, overcharging, or discrimination.

SRA Contact Details:

• Address: SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

• Phone: 0370 606 2555

• Email: reports@sra.org.uk

At Endeavour Law, we view complaints as an opportunity to reflect, improve, and demonstrate our commitment to delivering the best service possible.