Complaints Procedure

1. OUR COMPLAINTS POLICY

We are committed to providing a high quality legal service to all our clients.

When something goes wrong we need you to tell us about it. This will help us to improve our service standards.

2. OUR COMPLAINTS PROCEDURE

We are committed to dealing with complaints fully and fairly and as quickly as possible. We will also ensure, and demonstrate to you, that all your concerns will be addressed during the complaints procedure, including considering the issues from your point of view.

If you have a complaint, please contact us with the details. It would also be very helpful to us if you could indicate at the outset how you would like the complaint resolved.

We will normally correspond with you about your complaint by postal letter. If you would prefer email, fax or other forms of communication, please let us know providing any appropriate contact details.

3. WHAT WILL HAPPEN NEXT?

  1. We will send you a letter acknowledging your complaint and identifying and clarifying all the issues raised. We may also ask you to confirm or explain any details we will require to investigate the complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within two days of us receiving your complaint.
  2. We will record your complaint in our central register. We will do this within a day of receiving your complaint.
  3. We will then start to investigate your complaint. This will normally involve the following steps.- we will pass your complaint to your file supervisor or to Trevor Baker, Senior solicitor, within three days.- he or she will ask the member of staff who acted for you to reply within five days.- he or she will then examine their reply and the information about your complaint, and if necessary speak with the member of staff. This will take up to three days from receiving their reply and the file.
  4. Once the investigation is complete, he or she will be in a position to respond to you in respect of each complaint and explain any reasons for views held in respect of each complaint.
  5. He or she will then invite you to a meeting and discuss and hopefully resolve your complaint. He or she will do this within three days. If a meeting is not possible, a telephone discussion will be offered.
  6. Within two days of the meeting he or she will write to you to confirm what took place and any solutions that have been agreed.
  7. If a meeting or telephone conversation is not possible, he or she will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. He or she will do this within five days of completing the investigation.
  8. At this stage, if you are still not satisfied, you contact us again. We will then arrange to review our decision. This review will be conducted by Trevor Baker, unless he has provided the initial response. In this event, the review will be conducted by Keith Hayward, Director.
  9. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
  10. If you are still not satisfied, you can contact the Legal Ombudsman, an independent service for the handling of legal complaints. Their contact details are as follows:

    Legal Ombudsman
    PO Box 15870
    Birmingham
    B30 9EB
    Telephone : 0300 555 0333
    Email : enquiries@legalombudsman.org.uk
    Website : www.legalombudsman.org.ukIf we have to change any of the timescales above, we will let you know and explain why.

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