Feedback & Complaints

Our aim is to ensure that everyone who receives a service from this firm considers it to be efficient and effective.

However, even with the best of intentions, we may at times fail to meet your expectations. If you have a concern about any aspect of our service, or about the bill, which has not been resolved to your satisfaction then you may raise a complaint.

Complaint against Shakespeare Martineau LLP

What you need to do

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If you would like to make a formal complaint against Shakespeare Martineau LLP please contact Karen Phull, Risk & Client Services Adviser, either in writing, by e-mail, by fax or by telephone detailing the reasons for your dissatisfaction with our service. We will not charge you for dealing with your complaint. Making a complaint will not affect how we handle your case.

Karen Phull
Risk & Client Services Adviser
Shakespeare Martineau LLP
No 1 Colmore Square
Birmingham
B4 6AA
T: 0121 214 0000
F: 0121 237 3011
E: karen.phull@shma.co.uk

Our process

We will acknowledge your complaint within 2 working days of it being received.

If your issues of complaint have not been specified, we will ask you for clarification.

Once we have received all the relevant information, we will undertake a full review of your file and discuss your complaint with the acting Fee Earner or Partner.

We will keep you updated as to the progress of our investigation and we will aim to provide you with a final response to your complaint within 6 – 8 weeks of receipt.

Shakespeare Martineau LLP & Shakespeare Martineau Glasgow LLP is committed to the application of Outcomes Focused Regulation and the principles of Treating Customers Fairly in accordance with, respectively, the requirements of the Solicitors Regulation Authority (SRA) and the Financial Conduct Authority (FCA).

The SRA can help if you are concerned about our behaviour. You can raise your concerns with them at www.sra.org.uk/consumers/problems/report-solicitor.page

What happens next?

If you are not satisfied with Shakespeare Martineau LLP’s final response, you can contact us with any additional information which you think may be helpful to our investigation, and we will undertake a further review. We will aim to provide a response to this within 14 days of receipt. If we are unable to reach a satisfactory conclusion we will write to you again and confirm our firm’s final position.

Once our complaints process has concluded, you are entitled to refer your complaint to the Legal Ombudsman, whose details are outlined below:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
T: 0300 555 0333
E: enquiries@legalombudsman.org.uk

The Legal Ombudsman can consider issues you have about the service we have provided within six months of receipt of our final response.

Please note that the service provided by the Legal Ombudsman is only available to certain types of clients, and in broad terms these will be individuals or micro businesses. For exact criteria please refer to the Legal Ombudsman’s website at www.legalombudsman.org.uk.

Complaint against Shakespeare Martineau Glasgow LLP

If you would like to make a formal complaint against Shakespeare Martineau Glasgow LLP contact our Client Relations Manager, Amal Kaur, either in writing, by e-mail, by fax or by telephone detailing the reasons for your dissatisfaction with our service. We will not charge you for dealing with your complaint. Making a complaint will not affect how we handle your case

Amal Kaur
272 Bath Street
Glasgow
G2 4 JR

T:0121 214 0000
E: Amal.kaur@shma.co.uk

A copy of our complaints procedure is available upon request.

Our Client Relations Manager will deal with any concern or complaint that you may have and that you cannot resolve with, or do not wish to discuss with, the responsible partner.

Our process

We will acknowledge your complaint within 2 working days of it being received.

If your issues of complaint have not been specified, we will ask you for clarification.

Once we have received all the relevant information, we will undertake a full review of your file and discuss your complaint with the acting Fee Earner or Partner.

We will keep you updated as to the progress of our investigation and we will aim to provide you with a final response to your complaint within 6 – 8 weeks of receipt.

Shakespeare Martineau LLP & Shakespeare Martineau Glasgow LLP is committed to the application of Outcomes Focused Regulation and the principles of Treating Customers Fairly in accordance with, respectively, the requirements of the Solicitors Regulation Authority (SRA) and the Financial Conduct Authority (FCA).

The SRA can help if you are concerned about our behaviour. You can raise your concerns with them at www.sra.org.uk/consumers/problems/report-solicitor.page

What happens next?

If you are not satisfied with Shakespeare Martineau Glasgow LLP’s final response, you can contact us with any additional information which you think may be helpful to our investigation, and we will undertake a further review. We will aim to provide a response to this within 14 days of receipt. If we are unable to reach a satisfactory conclusion we will write to you again and confirm our firm’s final position.

You may be entitled to complain to the Scottish Legal Complaints Commission (SLCC) about the manner in which our work is being or has been carried out or the conduct of the person(s).

The SLCC’s website is www.scottishlegalcomplaints.org.uk and their email address is enquiries@scottishlegalcomplaints.org.uk.

The SLCC’s postal address is
10-14 Waterloo Place,
Edinburgh,
EH1 3EG

and their telephone number is 0131 201 2130.

You should note that there are strict time limits for raising a complaint with the SLCC, you can find out more about the time limits here: https://www.scottishlegalcomplaints.org.uk/your-complaint/further-information/time-limits/