Complaints Procedure

At Clark Boyle we aim to provide a high level of service which meets our clients’ expectations. There may be instances where we fail to meet these expectations and in those instances we want to assure our clients that we have a robust Complaints Procedure in place.

Statistics show that many complaints can be resolved easily if addressed early and effectively.  We therefore have in place a procedure that provides clear guidance on what to do should the situation arise.  In line with Law Society guidance we aim to ensure that complaints are dealt with, ‘promptly, fairly, openly and effectively’.  If you feel dissatisfied with the outcome or how your complaint was handled then you have the right to complain to the Scottish Legal Complaints Commission (SLCC) within the time frame for doing so and full details of how to contact the SLCC can be found at https://www.scottishlegalcomplaints.org.uk/or contact them in writing at The Stamp Office, 10-14 Waterloo Place, Edinburgh, EH1 3EG.  Email enquiries@scottishlegalcomplaints.org.uk  Tel 0131 201 2130.

The raising of a complaint will not affect in any way the handling of your business by Clark Boyle and no additional charges will be added on.  All complaints, at any level, will be recorded in our Complaints Register.  This is routinely reviewed and allows Clark Boyle to continually improve the service that we provide.

It is always best to try and resolve any issue at the heart of the matter in the first instance with the person with whom you were dealing.  If you have cause for complaint you should contact him/her by phone, email or in writing.  We would hope that the matter can be resolved quickly and informally, in this manner, however if you remain dissatisfied, then you should address your complaint to the Director supervising your transaction (their identity will have been advised to you in the letter of engagement issued to you at the outset of your transaction).

If you are still dissatisfied or, indeed, your complaint relates to a service provided by the supervising Director and you would like the matter to be further investigated then we ask you to contact our Client Relations Manager by phone to 0141 227 2200, email using the contact form or in writing at the following address: Client Relations Manager, Clark Boyle Ltd., 33A Gordon Street, Glasgow G1 3PF.  The complaint will be acknowledged to you within 5 working days of receipt.  Investigation will then be carried out to determine the issue.   The Client Relations Manager will gather all information required to investigate the matter to his satisfaction and, if required, contact you for further information/clarification. Clark Boyle aim to come to a conclusion, and offer a suitable remedy if required, within 28 days from the date of receipt of the complaint.