Complaints Handling Policy

If at any stage, we are failing to meet the standards which you expect of us, you should tell the person in the firm who is acting for you so that we may put matters right. If you are not happy with the response you have received, please write to Scott Bowen our Client Care Manager.

If we receive a complaint our procedure is as follows: -

  • Your complaint will be acknowledged within 3 days of receipt by us, we may need to ask you for further clarification/information.
  • Your complaint will be recorded on a Central Register within the firm.
  • Your complaint will be thoroughly investigated, by Scott Bowen our Client Care Manager who will liaise with the person, within the firm, who had conduct of your case. We will do this within 21 days of sending you the acknowledgement letter.
  • Following investigation of your complaint, Mr Bowen will invite you to a meeting with him if you are agreeable. This will allow you to talk about what happened and respond to your concerns.
  • You will then receive a full response to your complaint within 14 days of the above meeting. If we require more time to fully respond/gather further information we will write and tell you.
  • If you do not want a meeting or it is not possible we will send you a written reply to your complaint within 14 days of its investigation being concluded.
  • At this stage if you are still not satisfied, you should contact us again and we will arrange for a Director to review matters.
  • We will write to you within 14 days of receiving your request for a review confirming our firms position on your complaint.
  • We have eight weeks to consider the complaint.
  • If you then wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint or at the end of the 8-week period if earlier.  If you would like more information about the Legal Ombudsman their contact details are as follows: -

Legal Ombudsman
P O Box 6806
Wolverhampton
WV1 9WJ
Visit: www.legalombudsman.org.uk
Call 0300 555 0333 between 8.30am-5.30pm
Email: enquiries@legalombudsman.org.uk

You can make a complaint to the Ombudsman where:

You have made a complaint to your lawyer and received a final response in the last six months

AND

The Issue you wish to complain about happened on or after the 6th October 2010.

OR

If the issue happened before the 6th October 2010 you only become aware of it on or after the 6th October 2010.

The formal rules states that either the issue must have occurred in the last six years or three years from when the complainant should reasonably have known there was cause for complaint. However, the time limit will be extended gradually from the 6th October 2010, the date the Legal Ombudsman opened for business.

For more information or to speak to one of our experts please call us on:
01633 242 526

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