Our Complaints 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. We aim to deal with any complaints informally without having to invoke this policy, which may involve discussing the matter over the telephone or in person, but if has not been possible to resolve your issue, the following procedures will apply.
Our Complaints Procedure
If you have a complaint, we would ask you to contact us with full details of your dissatisfaction.
What Will Happen Next?
1: Within 7 days of receiving your complaint, we will:
a) Send you a letter acknowledging receipt of your complaint providing you with a copy of this policy and asking you to confirm or explain the details set out if this has not already been done by you. We will also let you know the name of the person who will be dealing with your complaint.
b) Record your complaint in our central register and open a separate file for your complaint.
c) Pass your complaint to Melanie Townsend, our Client Care Manager, so that the investigation to your complaint can commence. If the complaint relates to a matter in relation to which Melanie Townsend has had conduct, Marion Foley will oversee your complaint.
If we need to await further details from you in accordance with (a) above, once this information is received, we will then start the investigation of your complaint (see 2 below).
2: Within 21 days of receipt of full information from you regarding your complaint:
a) Melanie Townsend or Marion Foley will ask the member of staff who acted for you to provide an internal report (which may be verbal or in writing) relating to your complaint.
b) Melanie Townsend or Marion Foley will then examine their reply and the information in your file(s) in accordance with your complaint and, if necessary, he or she may also speak to them.
c) Melanie Townsend or Marion Foley will then write to you in response to your complaint. This will include her suggestions for resolving the matter.
We would ask you to respond to our letter within 14 days.
After reviewing your complaint, if any of our invoices remain outstanding at this stage and we do not believe there are substantial grounds for your complaint, we reserve our right to pursue such outstanding costs including through the Court process.
3: Upon receipt of your further response, we will contact you within 7 days to either invite you to a meeting to try to resolve the complaint (or if you do not want a meeting or this is not possible) Melanie Townsend or Marion Foley will send you a further reply to your complaint.
We would ask that you respond to this letter within 7 days.
4: At this stage, if you are still not satisfied, you should advise us and we will then arrange to review our decision. The person appointed to oversee your complaint will review the decision within 7 days and write to you within this timescale confirming our final position on your complaint and explaining our reasons.
5: In the event that a resolution is not possible at this stage using our internal complaints process, you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact them by telephone 0300 555 0333, by email firstname.lastname@example.org or through the post, PO Box 6806, Wolverhampton WV1 9WJ. The website is www.legalombudsman.org.uk.
Alternative complaints bodies (such as Ombudsman Services) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
If we have to change any of the timescales above, we will let you know and explain why.
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