|Every Police Station, Every Day|
|07534 533 070|
|Our Complaints Policy is meant to help you and us understand what to do if you are in any way concerned by the service we provide.|
We strive to do our very best but things can of course go wrong. Your concerns are important to us. We take it very seriously. We do everything we can to keep you happy. If you have any queries please get in touch at any time: complaints@NoComment.Law
WHAT IS NO COMMENT?
No Comment is an agency providing qualified police station representatives to criminal law firms in England & Wales.
No Comment aims to provide the highest standard of legal service to every client. We recognise however, that we may not always achieve this aim and want to know about any problems so that we can try to put them right. We value feedback, which provides us with an opportunity to check the quality of our service and to make improvements. We will consider any complaint carefully and objectively, endeavouring to resolve the issues and reach a satisfactory conclusion.
WHO SHOULD I COMPLAIN TO?
If you wish complain (about our service or charges) please contact the us at any time. We are happy to deal with your complaint by informal discussion or in writing, at your choosing. If you would prefer deal with someone other than your normal point of contact, you are welcome to do so. You can contact the Complaints Officer at complaints@NoComment.Law
WHAT WILL No Comment DO?
We will acknowledge a complaint as soon as possible and set out a suggested timetable for our response. We normally aim to respond to you fully, within one calendar month of receiving your complaint. If you are not satisfied with the initial response, the complaint can be escalated to the firm's Complaints officer. The Complaints officer will either:
(a) review the substance of your complaint themselves; or
(b) ask another officer to look into the matter.
In either case your complaint will be looked at afresh and we will work with you to understand any remaining concerns. We will aim to provide a final response within a month of the complaint being escalated.
WHAT ARE MY LEGAL RIGHTS?
Nothing in this procedure takes precedence over or replaces any right that you have to bring a complaint or dispute that you may have against the firm under local law.
OUR COMPLAINTS OFFICER CAN BE CONTACTED AT:
Complaints can be addressed to your usual contact or complaints@NoComment.Law
ENGLAND AND WALES
For clients instructing our offices in England and Wales, if your complaint still remains unresolved, you may have the right to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent organisation which deals with complaints about solicitors and other legal professionals.
Full details of the process are available from the Legal Ombudsman website (www.legalombudsman.org.uk) or can be obtained by calling 0300 555 0333 or emailing firstname.lastname@example.org. The postal address is Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ.
The Legal Ombudsman can only consider complaints from a specific type of client. In addition the Legal Ombudsman can only consider complaints made within certain time limits, generally 6 months from the date of our final response letter. Please refer to the Legal Ombudsman website for full details.
If your complaint relates to fees you may be entitled to have them reviewed by the court by applying for an assessment of the bill under Part III of the Solicitors Act 1974. If you take advantage of this procedure within a month from the date of our invoice, your right to a detailed assessment is unconditional. If you delay beyond a month the court may impose conditions. Once a year has elapsed since the date of the bill you will lose the right to a detailed assessment unless there are special circumstances.
Alternatively, if you consider that we have breached a regulatory obligation, you may refer the matter directly to the SRA here: https://www.sra.org.uk/consumers/problems/report-solicitor/. The postal address is Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN. You may also telephone them on 0370 606 2555 or email them at email@example.com.
The SLCC only considers complaints made within certain time limits, please see the SLCC website for full details.
ALTERNATIVE DISPUTE RESOLUTION
The Alternative Dispute Resolution Regulations 2015 promote alternative dispute resolution (ADR) as a means of redress for consumers in relation to unsatisfactory services. Accordingly a number of organisations have been, or are in the process of being, approved as ADR entities for the settlement of consumer complaints as an alternative to the Legal Ombudsman or the SLCC.
No Comment has not adopted a specific ADR process, so if you have any concerns about the services you receive you should contact the firm’s Complaints officer in the first instance.