Client Care. (i) Complaints arising from conduct or work undertaken by the Service Provider should be addressed to the Divisional Solicitor. Complaints should be made in writing. A response will be given to the Service User usually within 7 days and no later than 28 days after the date of complaint. In the event that the Service User remains dissatisfied, the complaint will be referred to the City Solicitor for resolution and appropriate action. The City Solicitor will respond usually within 7 days and no later than 28 days after the date of the matter being referred to him. (ii) The Service Provider will comply with the Solicitors (Client Communication) Practice Regulations 2008 subject to the exceptions contained therein; and the provisions of The Provision of Services Regulations 2009 in so far as those regulations apply in the context of the service to be provided.
Appears in 2 contracts