At Specters, a trading name of The Specter Partnership Ltd, we take complaints very seriously and are always extremely grateful for feedback, as this enables us to make changes to ensure that we provide the best possible service to all of our clients.
Generally, our clients prefer to raise any initial enquiries or any informal complaints with the person dealing with their claim by telephone, email or in writing. Any concerns can often be resolved within a few hours or days.
If, however, you would like to raise this further or speak to someone other than the person dealing with your complaint, you can contact our Client Care Officer, Emma Parkinson on 01925 428360. Emma will be more than happy to help to resolve any issues.
If you have a formal complaint, please write to us with details, addressing your letter to:
Mrs Emma Parkinson
The Specter Partnership Ltd
850 Ibis Court
Our complaints procedure must be accessible by all and therefore, if you are unable to detail your complaint in writing or need some assistance in doing so, please contact Emma Parkinson on 01925 428360 to discuss alternative ways of communicating with us.
If we have been unable to settle your complaint using our internal complaints process, you have the right to complain to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007 that deals with legal services complaints for complaints about the service we have provided to you or to our Regulator, the Solicitor’s Regulation Authority (SRA) where you have concerns about our behaviour, for example, if you consider that we have been dishonest, deliberately overcharged you, taken or lost your money or treated you unfairly because of your age, disability or other characteristic.
Complaints about our Service:
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. You have six months from the date of our final letter in which to complain to the Legal Ombudsman.
The Legal Ombudsman can be contacted at:
The Legal Ombudsman
PO Box 6806
Tel: 0300 555 0333
Complaints about our Behaviour:
The SRA can investigate complaints about our behaviour.
The SRA can be contacted at:
199 Wharfside Street
Guidance on making a complaint to the SRA can be found at:
Or by telephoning the SRA’s Contact Centre on 0370 606 2555 or by email firstname.lastname@example.org
Alternative complaints bodies such as ProMediate also exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.