Complaints Handling Procedure
We want to give you the best possible service. If at any point you become unhappy or concerned about the service we have provided then we need you to tell us about this so that we can do our best to resolve the problem.
PLEASE NOTE – this complaints procedure is for clients of this firm. If you are not a client but wish to make a complaint we will investigate and provide you with a response. The use of the complaints procedure in such circumstances are at our complete discretion.
How do I make a complaint?
We would encourage you to contact the person who is working on your matter in the first instance to discuss your concerns. We will do our best to resolve any issues at this stage.
If you would like to make a formal complaint you should contact us in writing by letter, fax or email.
In order for us to deal with your concerns effectively we will need you to provide the following information:-
- Your full name and contact details
- Your file or reference number
- What you think we have got wrong
- Any evidence you have to support your complaint
- What you hope to achieve as a result of your complaints
What happens next?
You will receive an acknowledgement letter or email from us confirming receipt of your complaint within 3 working days enclosing a copy of this procedure.
Your complaint will then be fully investigated. This will be done by the Partner handling/supervising your matter. We may contact you at this point for further information or documentation which must be provided by you within a specific period of time. If your complaint involves the supervising partner your complaint will be passed on to another Partner to deal with.
You will be cotacted by letter or email once a full investigation has taken place to advise you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of the date of issuing our letter/email of acknowledgement.
If it becomes necessary to change any of the above timescales we will contact you to let you know why. The Legal Ombudsman allows us 8 weeks to try and reach a resolution to your complaint.
What if I am not satisfied with the outcome?
If you are not satisfied with our response to your complaint you can contact the Legal Ombudsman and ask them to look into your complaint. They can be contacted by post, telephone or email:-
P O Box 6806
Telephone: 0300 555 0333
Email: [email protected]
minicom: 0300 555 1777
A complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final written response to your complaint and within 6 years of the act or omission about which you are complaining taking place (or within 3 years of you becoming aware of it) details are available on the Legal Ombudsman’s website www.legalombudsman.org.uk.
If you are a client and we have made a contract with you by electronic eans (website, email etc) you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service may be found at http://ec.europa.eu/odr. Our email address is [email protected].
What will it cost?
There will not be a charge for handling your complaint.
If we have issued a bill for work done on the matter and some or all of the bill remains unpaid, we may be entitled to charge interest on the amount outstanding.
The Legal Ombudsman service is free of charge.