Complaints
Seddons GSC Complaints Policy
Seddons GSC (“we,” “us,” or “our”) is committed to providing a high-quality legal service.
We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.
In line with SRA requirements, our complaint process is available to any client of the firm who may have concerns about a legal service, professional conduct, ethical concerns, or the fees we charge for our work. Our complaint process is not generally available to non-clients, but we may, at our discretion, investigate non-client complaints that highlight potential regulatory issues.
1. How do I make a complaint?
You can contact us in writing (letter or email) or by telephone.
In the first instance, it may be helpful to contact the person handling your case to discuss your concerns. They will do their best to resolve any issues.
If you do not feel comfortable discussing your concerns with them, please contact the person responsible for the overall supervision of your matter, as named in the client retainer letter we sent you at the start of your case.
If you are still unsatisfied, please contact Leon Golstein, our Complaints Partner, who has overall responsibility for complaints:
Email: [email protected]
Telephone: 020 7725 8086
If Leon Golstein has been directly involved in the matter, he will recuse himself, and Joanna Miskelly, Head of Compliance, will oversee the complaint.
To help us handle your complaint efficiently, please provide:
Your full name and contact details.
Your file reference number (if available).
A description of the issue, including relevant dates and details of what you believe went wrong.
How you would like your complaint to be resolved.
2. How will we deal with your complaint?
We will acknowledge your complaint promptly, usually within seven (7) days of receipt.
We will review your complaint and may request further clarification.
Our investigation will typically involve:
Reviewing your complaint.
Examining your file(s) and relevant documents.
Consulting the person who handled your matter.
We may request additional information and allow you time to respond.
We will update you on the progress of your complaint when necessary.
Our preferred communication methods are telephone, email, or video conferencing. If appropriate, we may invite you to a meeting, though this is not required.
At the end of our investigation, we will provide a written response outlining our findings and any proposed resolution.
We aim to resolve most complaints within sixty (60) days from when we confirm the full details of your complaint. However, complex complaints may take longer, and we will keep you informed.
3. What if we cannot resolve your complaint?
If we cannot resolve your complaint to your satisfaction, you may be able to refer it to the Legal Ombudsman, provided you meet their eligibility criteria.
Before the Legal Ombudsman accepts a complaint for investigation, they will check that you have first attempted to resolve it with us. If you have, you must contact them:
Within six (6) months of receiving our final response.
And within one (1) year of the issue occurring or when you should have reasonably become aware of it.
Legal Ombudsman Contact Details:
Website: www.legalombudsman.org.uk
Email: [email protected]
Phone: 0300 555 0333 (Monday–Friday, 9:00–17:00)
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Alternative Dispute Resolution (ADR)
ADR bodies exist to handle complaints about legal services, but Seddons GSC does not participate in an ADR scheme. If you remain unsatisfied, you should contact the Legal Ombudsman.
4. What if you are unhappy with our behaviour?
If you have concerns about our conduct, the Solicitors Regulation Authority (SRA) may be able to help. Issues such as dishonesty, financial misconduct, or discrimination can be reported to the SRA.
Website: www.sra.org.uk
5. What will it cost?
We do not charge for handling complaints.
If we have issued a bill for work done, and all or part of the bill is unpaid, interest may be charged on the outstanding amount as per our terms of business.
The Legal Ombudsman service is free of charge.