Complaints
CLIENT COMPLAINT PROCESS AND PROCEDURE
PURPOSE AND SCOPE
This document establishes the formal process and procedure for addressing client complaints at The Law Office of Robert S. Ward, PLLC ("Firm"). This procedure applies to all complaints made by clients regarding the Firm's services, conduct, billing practices, or any other aspect of the attorney-client relationship. This procedure is designed to ensure that all client complaints are handled promptly, fairly, and in accordance with the Virginia Rules of Professional Conduct and applicable Virginia law.
DEFINITIONS
Complaint: Any expression of dissatisfaction by a client regarding the Firm's services, conduct, billing practices, or any other aspect of the attorney-client relationship.
Client: Any individual or entity that has engaged the Firm for legal services.
Complaint Officer: The designated attorney or staff member responsible for overseeing the complaint process.
COMPLAINT SUBMISSION PROCEDURE
3.1 Clients may submit complaints through the following methods:
In writing via email to robert@lawofficeofrobertward.com
In writing via postal mail to the Firm's office address
By telephone at (276) 403-0259.
In person during a scheduled appointment
3.2 All complaints should include:
Client's name and contact information
Description of the complaint
Relevant dates and details
Any supporting documentation
Desired resolution
3.3 The Firm will acknowledge receipt of all complaints within two (2) business days.
COMPLAINT REVIEW PROCESS
4.1 Initial Assessment: The Complaint Officer will conduct an initial assessment of the complaint within five (5) business days of receipt.
4.2 Investigation: The Complaint Officer will investigate the complaint by:
Reviewing relevant files and documents
Interviewing the responsible attorney(s) and staff
Gathering additional information from the client if necessary
- Resolution Determination: The Complaint Officer will determine an appropriate resolution based on the investigation findings.
- Response to Client: The Firm will provide a written response to the client within fifteen (15) business days of receiving the complaint, unless additional time is required for a thorough investigation.
RESOLUTION OPTIONS
5.1 Depending on the nature and validity of the complaint, resolution options may include:
Explanation of the Firm's actions or decisions
Apology for any misunderstanding or error
Corrective action to address the issue
Fee adjustment or refund where appropriate
Assignment of a different attorney to the matter
Other remedies as appropriate
ESCALATION PROCEDURE
6.1 If the client is dissatisfied with the initial resolution, they may request escalation to the Firm's Managing Partner.
6.2 The Managing Partner will review the complaint and the initial resolution within ten (10) business days and provide a final determination.
ALTERNATIVE DISPUTE RESOLUTION
7.1 If the client remains dissatisfied after the escalation procedure, the Firm offers mediation as an alternative dispute resolution method.
7.2 Mediation shall be conducted by a neutral third-party mediator in accordance with Virginia law.
GOVERNING LAW AND ARBITRATION
8.1This complaint process and procedure shall be governed by the laws of the Commonwealth of Virginia without giving effect to principles of conflicts of law.
8.2 Any dispute, controversy, or claim arising out of or relating to the attorney-client relationship that cannot be resolved through the complaint process or mediation shall be submitted to mandatory, final, and binding arbitration in accordance with the rules of the Virginia State Bar or the American Bar Association in effect at the time of filing a demand for arbitration.
8.3 The arbitration shall take place in Martinsville, Virginia. The arbitration panel shall be composed of one or three arbitrators who shall be licensed attorneys in Virginia. The language of arbitration shall be English.
8.4 Judgment on any award shall be in writing with written findings of fact, shall be final and non-appealable, and may be entered in any court of competent jurisdiction.