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Complaints Policy & Procedure

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 standards of service and enable your complaint to be dealt with quickly.

Our Complaints Procedure

If you have a complaint about any aspect of our service, including our bill, which you feel unable to resolve with the person handling your matter, please contact us with the details. We will not charge you for investigating your complaint.

What will happen next?

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out.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 7 days of us receiving your complaint.
  2. We will then start to investigate your complaint.This will normally be undertaken by our Client Care Director, sometimes with assistance from other relevant members of the team. Our Client Care Director may invite you to a meeting to discuss and hopefully resolve your complaint. The investigation process may take up to 21 days.
  3. Within 14 days of the conclusion of the investigation process and any meeting, we will write to you to confirm the outcome and any solutions that have been agreed with you.This will include our suggestions for resolving the matter.
  4. At this stage, if you are still not satisfied, you have the right to appeal our decision. We will then arrange for our Managing Director or another Director of the firm to review the decision and inform you of the conclusion within 21 days of receipt of your appeal.
  5. We usually have a maximum of 8 weeks in which to give you a final response and if you are not satisfied with either the Client Care Director’s or the Managing Director’s decision you would normally then have 6 months (running from the end of the 8 weeks or our earlier final response) to refer your complaint to the Legal Ombudsman. If by the end of the 8 week period we have not given you a final response you have the option of referring your complaint to the Legal Ombudsman or waiting for our final response. If you decide to wait you will normally have 6 months from the date of our final response to complain to the Legal Ombudsman. You can contact the Legal Ombudsman by telephoning 0300 555 0333 or by email: enquiries@legalombudsman.org.uk or by writing to them at PO Box 6806 WolverhamptonWV1 9WJ. You can visit www.legalombudsman.org.uk for more information.

The Legal Ombudsman will accept a complaint up to 6 years from the date of the act or omission complained about, or up to 3 years from when you should reasonably have known about the issue you are complaining about.

Policy evaluated and monitored by: Client Care Director

Date policy approved by the Board: Jan 2019