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unhappy?

If you are a client of the firm, and you are unhappy with any aspect of the service provided, please tell us immediately. We are obliged to maintain a formal complaints procedure.

complaints procedure

We’re committed to providing a first class service to all our clients.

In the unlikely event of something going wrong, we need you to tell us about it as soon as possible. This is the process.

1) We’ll send you a letter/email confirming that we’ve received your complaint within 24 hours (working day) of receiving it. We’ll also send you a copy of this policy.

2) We’ll then investigate your complaint. This will normally be undertaken by one of our directors or our practice manager, who will review the work that we’ve done for you, and speak to the member of staff responsible.

3) The director, or practice manager, will then invite you to a meeting (if this is convenient for you) to discuss, and hopefully resolve your complaint. They will do this within 14 days of your complaint being received.

4) Within 3 days of the meeting, the director, or practice manager, will write to you to confirm what took place, and any solutions they have agreed with you.

5) If you don’t want a meeting, or it is not possible, the director, or practice manager, will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of your complaint being received.

6) At this stage, if you’re still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

7) We’ll write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8) If you are still not satisfied, you can contact  the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints:-

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
0300 555 0333

enquiries@legalombudsman.org.uk

Any complaint to the Legal Ombudsman must be made within six months of the date of our final written response on your complaint. If we have to change any of the timescales above, we will let you know and explain why.

Alternative complaints bodies (such as Pro Mediate UK Ltd – www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and us wish to use such a scheme.  However, we would prefer not to use an alternative complaints body as we feel that the Legal Ombudsman is best placed to assist.