Silverback Commercial Law Services Limited – Complaints Policy
We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.
If you want to make a complaint, please contact the managing director, Joanne Tullock by telephone 0844 967 2700, email jo.tullock@silverbacklaw.co.uk, post to Silverback Commercial Law Services Limited, 8 Regents Court, Far Moor Lane, Redditch, B98 0SD. If you have special needs which we should take into account due to language or disability, please let us know. If you do need to complain, we will deal with it according to our complaints procedure, a copy of which is below.
Introduction
We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.
The aim of the formal complaints process is to resolve a problem to the satisfaction of the person making the complaint.
Our complaints contact is Joanne Tullock, telephone 0844 967 2700, email jo.tullock@silverbacklaw.co.uk, post to Silverback Commercial Law Services Limited, 8 Regents Court, Far Moor Lane, Redditch, B98 0SD. If you have special needs which we should take into account due to language or disability, please let us know. We aim to deal with complaints according to the following timetable.
Complaints process timetable
| Action | Timescale |
| Acknowledge the complaint in writing and send a copy of the complaints procedure | Within two working days |
| Invite you to a meeting or to discuss the issues by telephone | Within two working days |
| Confirm the outcome of the meeting or telephone conversation in writing | Within three working days of the meeting/telephone conversation |
| Investigate the issues | Within 14 days of receiving the complaint |
| If a meeting/telephone discussion is not possible or required: investigate the issues | |
| Write to you with the outcome | Within 21 days |
| Review and close the complaint | Within 8 weeks of receiving the complaint |
If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.
The Legal Ombudsman will consider your complaint if you refer it to them within one year of the date of the act or omission about which you are concerned or within one year from you realising there was a concern. For more information on the Legal Ombudsman’s rules and requirements, please see their Scheme Rules dated April 2023.
The address is PO Box 6167, Slough, SL1 0EH, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.
The Solicitors Regulation Authority (‘SRA’) can help if you are concerned about our behaviour. 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.
Visit the ‘Reporting an individual or firm’ page of their website to see how you can raise your concerns with the SRA.
If there is a professional negligence issue we are under an obligation to report this to our insurers and how matters are dealt with thereafter may be subject to their discretion.
