Sometimes things go wrong – hence your reason for instructing us to put things right. Having come to us for help, we completely appreciate that it would be upsetting for you if we made a mistake. Whilst we will do everything in our power to ensure that this isn’t the case and will work hard to ensure this eventuality doesn’t arise, we’re pragmatic and committed to resolving any issues that do arise.

In the unlikely event something does go wrong, we’ll work with you to establish what happened, how & why, with a view to resolving the issue and agreeing a way forward. Looking after our clients is what we have built our reputation upon and we won't stop looking after you if something goes wrong.

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Dealing with your Complaint

Senior staff handle all complaints and our managers understand the need to respond quickly and effectively when a complaint is made. We have an effective complaint procedure in place: it's not a process designed to wrap you up and waste your time in the hope that the issue will go away, but a process created specifically to get to the bottom of things, and move quickly and thoroughly to a resolution.

We have adopted the Law Society's Handling Complaints Practice Note of 3 June 2021. These guidelines ensure good practice in complaint handling and they provide an effective supplement to our own stringent complaint handling procedure.

Getting in touch

We're open to feedback at all times, throughout dealing with your claim, when we've concluded our work and if you have a complaint. If you have a complaint, we'll listen and we'll look at things from where you're standing. If there's a problem we'll acknowledge it, explore why and how the problem came about and then we'll work to resolve it.

If we've been deficient in any way we will apologise and if necessary we will take remedial or corrective action. We will not pass any costs related to handling your complaint on to you. If financial compensation is appropriate it will be paid to you.

The initial letter you received when you first instructed us will contain specific contact details of the manager to address any concerns to. Alternatively you can contact us at:

Compliance Officer
Spencers Solicitors
Spire Walk, Derby Road
S40 2WG

Telephone: 08000 93 00 94
Fax: 0844 856 0685

Referral To The Legal Ombudsman

If you are not satisfied with the final response from our Management Team, you may refer your complaint to the Legal Ombudsman. They expect complaints to be brought to them within six years of the date of the act/omission about which you are concerned, or three years from when you reasonably should have known about a complaint. The Legal Ombudsman will usually only agree to investigate where they have been contacted within six months of our final response to the complaint.

The Legal Ombudsman’s contact details are as follows:

Telephone: 0300 555 0333
Legal Ombudsman
PO Box 6806
WV1 9WJ.

Referral to the SRA

If you are concerned that we haven't adhered to the SRA Rules and Regulations you can report your concerns to the SRA:

Solicitors Regulation Authority,
The Cube
199 Wharfside Street
B1 1RN
Telephone: 0370 606 2555

Find out more about the SRA Rules and Regulations and how to report your concerns.

About Spencers Solicitors

Spencers Solicitors has been delivering exceptional legal services for over 40 years. Our reputation is founded on our commitment to a tailored, personal approach that puts you at the heart of everything we do. When you choose Spencers Solicitors you get direct access to our highly experienced legal specialists, at extremely cost effective rates.

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Contact Us Today

Our offices are conveniently located near to Chesterfield town centre & fully equipped with onsite meeting facilities, disabled access and free parking.

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