Complaints Policy and Procedure
We are committed to providing a high-quality legal service to all our clients. If matters are not dealt with to your entire satisfaction then please inform us. something goes wrong, we need you to tell us about it. This will help us improve our standards of service.
How to make a complaint
You can contact us in writing (by letter or email) or by telephone.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- Your full name and contact details.
- What you think we have got wrong.
- How you would like your complaint to be resolved.
- Your file reference number (if you have it).
We will then investigate your complaint. This will involve a full review of your case.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 working days of sending you the acknowledgement letter.
What happens if you are not satisfied?
If you are still not satisfied at this stage, you should contact us again and we will review the decision.
We will write to you within 14 working days of receiving your request for a review informing you of our final position on your complaint and explaining our reasons.
If you are then still not satisfied with the outcome then you can contact the Legal Ombudsman PO Box 6806 Wolverhampton, WV1 9WJ.
Any complaint to the Legal Ombudsman must ordinarily be made within six months of the date of our final written response to your complaint but for further information, you should contact the Legal Ombudsman:
- Visit www.legalombudsman.org.uk
- Call 0300 555 0333 between 9 am and 5pm Monday to Friday.
- Post a letter to Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.