Privacy Policy

Our Approach

We are committed to providing a high-quality legal service to all our clients.  If you become unhappy or concerned about the service we are providing or something goes wrong, then you should let us know. This will help us to improve our standards.

We will regard a complaint as being any expression of dissatisfaction in relation to the legal services, client care or the complaints management process provided by the firm, where the client feels they have experienced or could experience financial loss, distress, inconvenience, or another kind of disadvantage, and they expect a response or resolution from us.

Information we give to clients at the outset of their case

As part of our Client Care Letter, which is issued to all clients at the start of their matter, we will inform them of the following :

  • Their right to raise a complaint regarding the services provided, including concerns about the firm’s fees;
  • The process for making a complaint;
  • Who to contact if the issue cannot be resolved directly with the individual handling their case; and
  • The options available to them if they remain dissatisfied following our internal review of the complaint.
  • Useful Contacts:  The Solicitors Regulation Authority can help you if you are concerned about our behaviour.  This could be for things such as dishonesty, or treating you unfairly because of your age, a disability or other characteristic.  You can raise your concerns with the Solicitors Regulation Authority.  More information can be found on the SRA website.

How to raise a complaint

STAGE 1

In the first instance we recommend that you contact the individual person handling your case to discuss your concerns

STAGE 2

If you feel the individual person has not adequately addressed your concerns, please contact Tammy outlining your concerns and including supporting evidence – Tammy@kenninglaw.co.uk.

STAGE 3

Within 2 working days of receiving your complaint we will acknowledge it request any further information (if required) and provide you with a copy of our Complaints Procedure

STAGE 4

Kenning Law will investigate your complaint by reviewing your file and consulting with the individual  person responsible for your matter.  We will aim to identify the cause of your concern/s and offer any appropriate redress.  We will assess whether any changes to our policies, procedure or training are required

STAGE  5

We will provide our written response, including any proposals to resolve the matter within 7 working days.   If your case and/or complaint is particularly complex, we may require additional time to respond.  In such circumstances, we will inform you and seek to agree a realistic and fair timeframe for investigating and responding to your complaint.

STAGE 6

Within 7 calendar days of receiving our written response, if you remain dissatisfied with our decision or any proposed remedy you may appeal by contacting Kenning Law’s Director Tammy Parnell who will conduct a further review

STAGE 7

Within 14 calendar days of receiving your request for a review, we will provide Kenning Law’s final written response to your complaint including our reasoning. We maintain a central record of all complaints to enable our annual review of the issues raised and their outcomes, ensuring we can verify that our Complaints Procedure is in effective operation across Kenning Law. A copy of this Complaints Procedure is published on our website.

STAGE 8

If you remain dissatisfied following Kenning Law’s final response, you may refer your complaint to the Legal Ombudsman for independent review.  Generally, you must bring a complaint to the Legal Ombudsman within 6 months of receiving our final written complaint response. However, if  this timeframe has passed, you may still contact the Legal Ombudsman, as they may agree to consider your complaint.  Please note that the Legal Ombudsman expects complaints to be made to them within 1 year of the date of the act or omission giving rise to your concern, or within 1 year of when you first became aware of the issue.

The Legal Ombudsman can be contacted at: PO Box 6167, Slough SL1 0EH