Complaints Handling 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.
If you have a complaint, which you have not been able to resolve with the person within the firm who is responsible for the day to day conduct of the matter, then please write to our Compliance Officer Legal Practice (“COLP”) with the details.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint normally within three days of receiving it, enclosing a copy of this procedure for ease of reference.
2. We will then investigate your complaint. This will normally involve our COLP reviewing your matter file and speaking to the member of staff who acted for you.
3. The COLP or another representative of the Firm nominated by or deputising for him will then invite you to a meeting to discuss and, it is hoped, to resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, the COLP will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, the COLP will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
7. We will 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 your complaint is upheld, possible remedies may include an apology, part or full refund, offering to complete the matter without charge, or any combination of the above.
9. If you are still not satisfied, you can then contact the office of the Legal Services Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ Call 0300 555 0333 or email firstname.lastname@example.org. Any complaint to the Office of the Legal Services Ombudsman must usually be made within six months of the date of our final decision on your complaint, but for further information you should contact the Office of the Legal Services Ombudsman.
If we have to change any of the timescales above, we will let you know and explain why.