Complaints Handling Procedure

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Complaints Handling Procedure

  1. Complaints Management Overview
    1. Page Provan is committed to providing high-quality legal services to all our clients and we hope to match or exceed your expectations. However, if something goes wrong, we ask that you let us know so that we can correct it and improve our standards.
    2. By making our complaints process publicly available on our website we endeavour to ensure that this policy is transparent and easy to access, so that you may make a complaint and have sufficient information to understand how it will be resolved.
  2. Complaints Process Objectives
    1. An initial response should be provided in a timely manner and provide reassurance that you are being taken seriously.
    2. You should be updated on the progress of your complaint and be treated with courtesy.
    3. To ensure good customer care, our staff are trained to handle complaints in a proper manner and have a clear understanding of our complaints process.
    4. We view complaints as an opportunity to improve our client care.
    5. Information relating to any complaint will be treated with confidentiality.
    6. We will do all that we can to make things right.
  3. What is a Complaint?
    1. A complaint can be considered anything that makes a client dissatisfied with our Practice.
  4. The Policy
    1. At the beginning of every matter, Page Provan will provide you with a Client Agreement which outlines who will be responsible for the carriage of your matter. This should be the person that you raise any queries with initially.
    2. Complaints are able to be made in person by coming into the office, or by telephone or in writing by letter or email.
    3. Simple complaints may be able to be resolved on the spot or within 24 hours of the complaint being raised. Such complaints may be resolved by a telephone call or meeting; however, the outcome of any complaint will be confirmed to you in writing by the firm.
    4. Our Managing Director, Bruce Provan, who is a Solicitor of Page Provan, will be notified of all complaints and in some circumstances, it may be felt appropriate that the Managing Director handles your complaint, and in which case you will be notified. The Managing Director will also review any complaint before a decision is made by the individual handling your matter.
    5. Page Provan will endeavour to investigate all complaints thoroughly and promptly, and you will be provided with an explanation of both the investigation and any necessary actions taken.
    6. A full apology and explanation will be provided at the earliest opportunity if an error or omission is admitted. In certain circumstances, it may be deemed appropriate to provide recognition and consideration for the inconvenience and upset resulting from the issue that led to the complaint.
    7. The Practice will explain to you the findings of the investigation in relation to your complaint, and if a complaint is founded you will be advised of any system changes and improvements made to ensure such omissions or errors are avoided in the future.
  5. Taking Your Complaint to a Second Stage
    1. If you are not satisfied with the response you receive from the solicitor who has carriage of your matter, then you could contact our Managing Director, Bruce Provan. At this stage, if you have not already done so, we would ask that you please provide us with your complaint in writing, including the details of your complaint and how you feel we could rectify the situation. The Managing Director will then investigate your complaint.
    2. Acknowledgement of your complaint will be provided in writing within three working days and will highlight when a full response can be expected.
    3. A meeting may be arranged to discuss your complaint, either before or after a written response is provided to you. If you wish to arrange a meeting, please let us know when you first contact the Managing Director.
  6. Taking Your Complaint to a Final Stage
    1. Although we endeavour to ensure that your complaint is resolved within our internal Complaints Policy, if you are still not satisfied, you can refer your complaint to the Legal Services Commission (LSC). You should not contact the LSC until we have attempted to resolve your complaint through our internal procedure and should note the types of conduct the LSC can and cannot consider by consulting their website for more information:
    2. The Legal Services Commission contact details are:
      a) Address: Level 30/400 George Street, Brisbane City, 4000
      b) Website:
      c) Telephone number: 07 3564 7726
      d) Email:
    3. Any complaint to the LSC must normally be made within 3 years of when the alleged act or omission about which you are complaining occurred. Although the LSC may accept complaints about conduct that happened more than three years prior, delay is not encouraged.
  7. Accountability and Responsibility
    1. Whilst general day-to-day client care is a shared responsibility of all personnel in the practice, the Managing Director is accountable and has the overall responsibility for this policy.