OUR COMPLAINTS PROCEDURE
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.
Our Complaints Procedure
If you have a complaint, please contact us with details.
What will happen next?
- We will send you a letter acknowledging your complaint and, if necessary, 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 three working days of us receiving your complaint.
- We will record your complaint in our central register and open a separate file for your complaint. We will do this within a working day of receiving your complaint.
- We will acknowledge your reply (if any) to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within seven working days of your reply (if any).
- We will then start to investigate your complaint. This will normally involve the following steps:
- We will pass your complaint to Ms Hughes, our Director of Client Care, within three working days.
- She will ask the member of staff who acted for you to reply to your complaint within ten working days.
- She will then examine their reply and the information in your complaint file. If necessary, she may also speak to them. This will take up to three working days from receiving their reply and the file.
- Ms Hughes will then write to you with her responses to your complaint. She will do this within five working days.
- At this stage, if you are still not satisfied, you can contact us again. We will then arrange to review our decision. This will happen by another Director of the Firm reviewing Ms Hughes’ decision within ten working days.
- We will let you know the result of the review within five working 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. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint.
- If we have to change any of the timescales above, we will let you know and explain why.
- If Ms Hughes is away from the office on annual leave and is therefore unable to attend to your concerns as specified at paragraphs 4 and 5, or if it is considered inappropriate for Ms Hughes to deal with the matter then the matter will be dealt with by Ms Sarah Wyburn.