Schillings complaints handling procedure

We try to ensure that clients are given a prompt, efficient and cost-effective service. However, from time to time there may be occasions when you have queries, concerns or complaints about the work done for you or about an invoice, and this document tells you what we will do to try to resolve such problems.

What to do if you have a complaint

If you have a concern, query or complaint, please contact us as soon as possible so that we can deal with your concerns promptly. You should in the first instance raise any concerns with your adviser or the supervising partner on your matter. If the adviser or partner is unable to resolve the issue and you wish to make a formal complaint, please contact our Compliance team, at compliance@schillingspartners.com, who will follow our Complaints Handling Procedure as detailed below. Once you have contacted us, we will inform you who will be responsible for dealing with your complaint. We aim to complete this process within eight weeks of receipt of your written complaint as referred to below.

Our complaints handling procedure

  1. If the complaint was made over the telephone or, if written, has not been set out in detail by you, we will ask you to specify in writing the details of your complaint.
  2. Once your letter of complaint has been received we will write to you acknowledging receipt of your complaint (normally within three working days).
  3. We will review your file and speak to the persons involved.
  4. We will then write to you (normally within fifteen working days of acknowledgement of your complaint), inviting you to a meeting to discuss and hopefully resolve your complaint.
  5. If you do not wish to attend a meeting or you are unable to do so, we will write to you (normally within eight working days after you have notified us that you do not wish to attend a meeting) with a full answer to the issues that you have raised.
  6. If you do attend a meeting we will write to you (normally within eight working days after the meeting) referring to the meeting and with a full answer to the issues you have raised.
  7. If at any stage we are unable to meet these timescales, we will let you know and explain why but our aim, as mentioned above, will be to complete these procedures within no longer than eight weeks from the receipt of your written complaint. This will also to some extent depend on your own availability for meetings and correspondence.

What to do if you are unhappy with the decision

If you do not feel at the conclusion of our Complaints Handling Procedure that we have addressed the complaint to your satisfaction, and if you are an individual, a micro-enterprise (that is a very small business with fewer than ten staff and a turnover and/or annual balance sheet that does not exceed EUR 2 million), a charity, a club or a trust, and if your complaint relates to legal services provided by us, you have a right to refer your complaint to the Legal Ombudsman:

Legal Ombudsman
PO Box 6806 Wolverhampton
WV1 9WJ
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Web: www.legalombudsman.org.uk

Any complaint to the Legal Ombudsman must be made within twelve months of the date of our written response to your complaint and ordinarily must also be within the following periods:

(a) six years from the act or omission complained of; or, 
(b) if outside such six year period three years from when you should reasonably have known there was cause for complaint.