Providing Feedback & Resolving Issues
We are committed to excellence and value all feedback, which we use to continually improve not only the service we provide to our clients but to our relationship with (and the impact we have on) all our stakeholders.
As a certified B Corporation, EMW is committed to considering not only the interests of its owners but also those of its employees, suppliers and clients and the impact of its operations on the environment and members of the community within which it operates. Together these are our “stakeholders”.
All our stakeholders can give feedback, safely raise concerns and issues and seek resolutions under this document. Where an issue raised by an employee relates to an employment matter, it will be managed in accordance with the firm’s internal grievance and other relevant procedures. These operate in conjunction with (and are applied in a manner consistent with the principles set out in) this procedure, including fair and timely handling, clear communication at each stage and appropriate resolution. All other issues raised by employees will be managed under this procedure.
If you require this policy in an alternative format (e.g. large print, or audio) please contact complaints@emwlaw.com
WHAT CONSTITUTES AN ISSUE?
An issue is any concern, complaint or allegation raised by a stakeholder relating to the conduct of the firm or its personnel, the quality or delivery of services, ethical, environmental or social impacts on our operations or any action or omission that adversely affects a stakeholder. We will accept issues submitted in good faith, including those submitted confidentially or anonymously (where sufficient information is provided to allow investigation).
HOW TO GIVE US FEEDBACK
Contact Us
If you are a client, it may be helpful in the first instance to contact the person who carried out (or is carrying out) the work for you to give your feedback and discuss any concerns. Their details can be found in your engagement letter or Summary of Work & Pricing document. You can also follow the guidance contained in your Summary of Work under the heading “if you are unhappy with something”.
Alternatively, and for all our other stakeholders, you can send an email to complaints@emwlaw.com or directly to our complaints partner, James Davis (james.davis@emwlaw.com), who can also be contacted by telephone on 01908 699358.
WHAT HAPPENS NEXT?
Our issues process follows these stages: acknowledgement, assessment, investigation, resolution and closure. The steps and indicative timeframes for each stage are set out below.
Keeping you Informed
We will keep you informed of progress at each stage of the issues process and will provide updates where there are any changes to expected timeframes. We will confirm the outcome of the issue and any action taken once the matter is resolved.
Acknowledgement
We will acknowledge any issues in writing within 5 working days of receiving them.
Initial Assessment
Upon receipt, we will assess whether the issue raised falls within the scope of this procedure. Where an issue is accepted under this procedure, we will proceed in accordance with the steps set out below. Where an issue is not accepted under this procedure, we will inform you of this decision, explain the reasons why and, where appropriate, direct you to an alternative process or point of contact.
Investigation
We will carefully review your concerns, including (where relevant) examining the relevant file and speaking to the person responsible for your file.
We may invite you to a meeting to discuss your concerns if needed. We aim to arrange this meeting within 14 days of receiving full details of the issues you wish to raise.
If a meeting is not possible or preferred, we will provide a written response explaining our findings and any proposed resolution.
Resolution
If we find that we fell short, we will take reasonable steps to put things right. Resolutions will be proportionate to the nature of the issue and may include corrective actions, changes to processes or other appropriate remedies depending on the stakeholder and the circumstances. For client stakeholders, it may include a bill reduction or refund.
Within 5 working days of any meeting, we will confirm in writing what was discussed and any agreed resolution.
Escalation
If you are not satisfied with our initial response, please let us know. We will review your complaint further, which may involve:
- a review by the person handling your complaint;
- a review by another senior member of the firm who has not been involved in your complaint;
- a review by James Davis, our Complaints Partner;
- referral to an independent local law firm for review;
- offering independent mediation to resolve the matter.
We will inform you in writing of the outcome of any review within 10 working days of its conclusion.
Confidentiality and Protection from Retaliation
If, when raising an issue, you wish for your identity to remain confidential, we will:
- inform you about who will need to be involved or informed at the outset;
- seek your consent before sharing information concerning your issue with anyone else;
- enforce disciplinary action in cases of confidentiality breaches; and
- otherwise honour that wish.
If we believe a claimant to be a vulnerable stakeholder, we will collaborate with independent third parties to assess the risks to them.
We are committed to ensuring that stakeholders can raise issues without fear of retaliation. We do not tolerate any form of retaliation against individuals who raise concerns in good faith. Any such behaviour will be treated seriously and may result in disciplinary action. We always take appropriate steps to protect individuals raising issues.
Still Unhappy?
If we cannot resolve the issues you have raised, clients can contact the Legal Ombudsman. The Legal Ombudsman is an independent body that investigates complaints about legal services. Any referral to the Legal Ombudsman will not affect how we handle your file.
Before accepting your complaint for review and/or investigation, the Legal Ombudsman will check that you have tried to resolve your issues with us first. There are time limits for raising issues with the Legal Ombudsman:
- within six months of receiving a final response to the issues you have raised; and
- no more than 6 years from the date of the act/omission; or
- no more than 3 years from when you should reasonably have known there was a cause for raising an issue.
Contact Details:
- Website: www.legalombudsman.org.uk
- Phone: 0300 555 0333
- Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Concerns About Conduct
If your complaint relates to our conduct, you can contact the Solicitors Regulation Authority (SRA). This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Contact Details:
- Phone: 0370 606 2555
Mediation Complaints
If your complaint relates to mediation services provided by a mediator registered with the Civil Mediation Council (CMC), we will:
- acknowledge your complaint in writing within 5 working days;
- investigate and respond in writing within 21 days.
If you are not satisfied with the outcome, you can refer your complaint to the Civil Mediation Council.
Contact Details:
- Phone: 01707 594104
- Website: www.civilmediation.org
Insight 6 – Client Experience
As part of our ongoing commitment to improve our clients’ experience, at the conclusion of any matter where we carry out work for you, we will initiate a client feedback survey via our Insight 6 portal (unless you have received a survey within the previous 6-month period on any other matter).
The survey requests responses to 3 questions about the experience you have had and the service you have received. If we identify areas where we can improve the service provided, we will pass the feedback to the relevant people and ask them to liaise directly with you to satisfy any concerns. If any material issues are identified, these will be referred to our complaints team to investigate more formally and take steps to resolve the issues raised.
We use feedback to identify training needs, improve communication and ensure better outcomes for clients.
We value feedback and are committed to resolving any concerns promptly and fairly. Thank you for helping us improve our services.