Concerns and Complaints

Just about all the matters we deal with are litigation matters.  In litigation has to be a winner and a loser decided by a Court or Tribunal.  They will decide whether they prefer our client’s case or that of the other side.

So the decision is in the hands of a court, and this holds whether you are suing somebody, being sued, divorcing somebody, fighting over children or have a case in a criminal court.

James Murray Solicitors are past masters at constructing and presenting persuasive cases for clients.  We cannot guarantee results as the final decision is always with the decision makers in the court – the judge, jury or magistrates .

We do have a reputation for doing everything which could possibly be done for a client’s case.

However, James Murray Solicitors is one of the largest litigation firms around and have registered with us tens of thousand of clients and their families, and every year dealing with up to five thousand further cases.

It is inevitable that, occasionally, a client will be dissatisfied with a result.

Jim Murray says, ” Even negative feedback is a great opportunity to look afresh at what we do and then, if warranted, change, modify, or retrain, so that we do not repeat problems.

A culture of ‘continuous improvement’ takes the firm reaching for excellence”

If any client believes that there is something the firm has done or not done which results in an adverse result we believe it is so very important to deal with such concerns or complaints with speed and integrity.

Our complaints procedure

If we receive notice of any problem, this is what we do :-

1. As soon as we know or suspect that a client is voicing a concern or complaint the matter is noted and allocated to a partner.
2. The file is immediately called for and the lawyer running the file is consulted to assess the situation.
3. Straightaway, the Partner sends a letter informing the client how we intend to do investigate the concern, the time scale, and our initial summary of the problem.
4. Within a very short time, the client is contacted direct and, with the Partner now fully briefed on the case and its background, the client is seen.
5. We are committed always to be open and honest in our investigation and about how we make our eventual decision.

Jim Murray says:

“It is easy indeed for a law firm to deal with clients when their case  is  successful.

But it is a mark of the confidence of a law firm in its expertise in how they deal with a client’s complaint or concerns.”