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Complaints Procedure

THIS FIRM’S COMPLAINT POLICY

As a firm we are committed to providing a quality legal service to all our clients. Consequently, it is essential when something goes wrong or any client believes they have a reason to complain that we have an effective procedure to assist the complete and early resolution of the problem. Only by doing so can we hope to maintain the quality standards we set ourselves and improve them by learning from what have gone and what our clients tell us.

The Procedure

Although not essential, in making your complaint it would be helpful to us if you could provide details of your concerns in writing (if you have not done so already).

What Will Happen Next?

  1. We will acknowledge receipt of your complaint, set out our understanding of it and request your confirmation or seek any necessary clarification. We will also confirm who will deal with your complaint.

TIMESCALE: Within 2 days of its receipt

  1. We will register your compliant in our Central Register (for monitoring and management information purposes) and open a separate file.

TIMESCALE: Within 1 day

  1. We will acknowledge receipt of your confirmation letter or telephone call and confirm what will happen next.

TIMESCALE: Within 1 day

  1. We will then commence investigating your compliant. This will normally involve the following steps:-

a) The complaint will be referred to Mrs Singleton, our client care partner

TIMESCALE: Within 3 days

b) She will ask the person who acted for you to provide her with a response to your complaint within 5 days

TIMESCALE: Within 3 days

c) She will then examine the response and the file as against your compliant and, if necessary, speak to the person who acted for you.

TIMESCALE: Within 3 days of receipt of the response and file.

  1. Mrs Singleton will then write to you inviting you to meet with her to discuss and hopefully resolve your complaint.

TIMESCALE: Within a further 3 days

  1. If a meeting is declined or is for some reason impracticable Mrs Singleton will write to you with a detailed response to your complaint and with any suggestions she has for resolving it to our mutual satisfaction.

TIMESCALE: Within 5 days of completing the investigating

  1. If a meeting between us takes places Mrs Singleton will still write to you to confirm what took place and detailing any agreed solution that was arrived at.

TIMESCALE: Within 2 days of the meeting

  1. If, at a meeting or from your written reply to Mrs Singleton’s detailed written response, you remain dissatisfied with what she says and how it is proposed to resolve your complaint we will arrange for the decision to be reviewed. This may happen in one of the following ways:-

a) Another partner of the firm may review Mrs Singletons handling of your complaint and why you are dissatisfied with the decision.

TIMESCALE: Within 5 days

OR

b) We may ask our local Law Society or another local firm of solicitors to review our handling of and the decision on your complaint (if they are willing to do this).

TIMESCALE: Within 5 days

c) We may invite you to agree to a process of formal mediation through an independent mediator (if this is available).

TIMESCALE: Within 5 days

NOTE:The timescale for concluding the review process at b) and c) above will need to be agreed with the individuals involved but you will be told how long the process will take.

  1. After the review has taken place you will be informed of the outcome. This will review our initial handling of your complaint and our decision on it.

TIMESCALE: Within 5 days of the conclusion of the review

  1. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 15870, Birmingham, B30 9EB or call 0300-555-0333 about your compliant. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

TIMESCALE: Within 5 days

PLEASE NOTE: Changes to any of the above timescales will be confirmed to you with an explanation of why.