TM Solicitors Ltd registered office :-
Brough Business Centre
Company Registration Number 714862
Vat Number 915897379
All Solicitors are regulated and authorised by the Solicitors Regulation Authority and our registered number is 556897
Registered with the ICO
TM Solicitors Complaints Policy
We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
If you have a complaint, please raise the problem with the fee earner responsible for your matter, or if you prefer, our complaints Director Tim Murden. Who can be contacted on 01482 429985 or via email at firstname.lastname@example.org. Our in writing at our head office at TM solicitors, Brough Business Centre, Skillings Lane, Brough, HU15 1EN.
What will happen next?
- We will acknowledge receipt of your complaint in writing within three days of receiving it.
- We will then investigate your complaint. This will normally involve our complaints Director reviewing your file and speaking to the member of staff who acted for you.
- Within 14 days of sending you the acknowledgement letter our complaints director will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, our complaints Director may instead offer you a chance to discuss the matter by telephone or other electronic mean such as Skype etc.
- Within three days of the meeting, or any telephone conversation we have with you instead of a meeting, our complaints director will write to you to confirm what took place and any solutions we have agreed with you.
- In any case he will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another local solicitor or mediation to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ, Legal Ombudsman on 0300 555 0333 or at email@example.com about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint. Other time limits to be aware of are :-
- The Ombudsman will consider your compliant if you refer it to them within either of the following : six years of the problem happening or three years from when you found out about it.
- Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
- If we have to change any of these timescales we will let you know and explain why.
- The Solicitors Regulation Authority can help you if you are concerned about breaches of the SRA code of conduct, and you are not satisfied with our response, you can contact the SRA direct. As solicitors we are required to follow the code of conduct. Examples of breaches include dishonesty, fraud, discrimination. You can contact the SRA by clicking here.
Each year all staff are invited to complete a diversity questionnaire. All solicitors are required to collect report, and publish their diversity information.
Detailed below are the results from the data collected in July 2021. The figures relate to staff/numbers.
Role within Firm
- Solicitors – 1
- Fee Earning – 4
- Supporting fee earner – 1
- Managerial – 1
- 25-34 – 1
- 35-44 – 1
- 45-54 – 4
- 65+ – 1
What is your sex ?
- Male – 2
- Female – 5
Is the gender you identify with the same as your sex registered at birth?
- Yes, gender identity the SAME as sex at birth – 7
Disability (according to Equality Act)
- No – 7
Day-to-day activities limited due to health problem or disability lasting at least 12 months
- No – 7
- British / English / Welsh / Northern Irish / Scottish – 7
Religion or belief
- Christian – 5
- Any other religion or belief – 1
- Other – 1
- Heterosexual – 7
School type from 11 to 16
- State-run or state-funded school – selective on academic, faith or other grounds – 6
- Independent / fee-paying school – 1
Did either of your parents attend university by the time you were 18?
- No, neither of my parents attended university – 7
Work of the main / highest income earner in your household when you were aged about 14
- Modern professional and traditional professional occupations such as: teacher, nurse, physiotherapist, social worker, musician, – 3
- Technical and craft occupations such as: motor mechanic, plumber, printer, electrician, gardener, train driver – 1
- Routine, semi-routine – 1
- Clerical 2
Primary carer for a child under 18
- Yes – 6
- No – 1
Time spent providing unpaid care for those with long term physical or mental ill health caused by disability or age
- No -6
- Yes, 1 – 19 hours a week -1
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