Get in Touch

Phone

0191 257 3101

24 Hour Emergency Telephone

07623 947 072

Address

25 Northumberland Square
North Shields
NE30 1PW

Email

law@kiddspoortaylor.co.uk

Kidd Spoor Taylor Solicitors

Complaints Procedure

We are committed to providing you with a high quality service and to maintaining that high quality service. So that we may do this, we need you to tell us when something goes wrong. 

If you have a complaint, please contact Tracy Jane Taylor, our Principal, and provide her with details of your complaint. 

What will happen next? 

  1. The Principal will acknowledge receipt of your complaint within 48 hours. 
  2. If no further information is required, the Principal will send you a written response to your complaint within 5 working days of the acknowledgement. 
  3. If further information or a meeting is required, the Principal will provide a written response to your complaint within 5 working days of the receipt of the information or the date of the meeting. The Principal will notify you of any necessary changes to the timescales. 
  4. In the written response, the Principal will say whether or not your complaint is upheld and she will provide reasons for the decision. 
  5. If your complaint is upheld, the Principal will set out what the Firm offers you in response to your complaint. This may include compensation, an apology and/or an offer to rectify the position. 
  6. The Principal will also take steps to ensure that the circumstances which led to the complaint are not repeated. 
  7. If you are not happy with the outcome of our Complaints Procedure or, if your complaint is not resolved within eight weeks, you may be able to make a complaint to the Legal Ombudsman, which body handles complaints against lawyers. 
  8. The Legal Ombudsman will deal with complaints by all members of the public, small businesses, charities, clubs and trusts. 
  9. The Legal Ombudsman may not deal with a complaint about an invoice if you have applied to the Court for an assessment of that invoice. 
  10. The Legal Ombudsman’s contact details are: 

PO Box 6806: Wolverhampton, WV1 9WJ 

Helpline: 03005550333 

Email: enquiries@legalombudsman.org.uk 

www.legalombudsman.org.uk 

  1. You will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within six years of the act or omission about which you are complaining or, if outside of this period, within three years of when you should reasonably have been aware of the act or omission. If these deadlines are not met, the Legal Ombudsman may refuse to deal with your complaint. 
  2. We shall not charge you for dealing with your complaint. 
  3. Alternative complaint bodies such as Ombudsman Services exist which are competent to deal with complaints about legal services should both you and this Firm wish to use such a scheme. 
  4. The Solicitors Regulation Authority can help if you are concerned about our behaviour, eg treating you unfairly because of your age, a disability or other characteristic, taking or losing your money or dishonesty. You can raise your concerns with the Solicitors Regulation Authority here: 

https://www.sra.org.uk/consumers/problems/report-solicitor/