Complaints Handling Policy
We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
If you have a complaint, please raise the problem with the person dealing with your matter, or if you prefer, Paul Ackroyd, the Client Care Partner. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
What will happen next?
- We will acknowledge receipt of your complaint in writing within three days of receiving it, enclosing a copy of this policy.
- We will then investigate your complaint. This will normally involve our Client Care Partner reviewing your file and speaking to the member of staff who acted for you and/or the Supervising Partner.
- Within 14 days of sending you the acknowledgement letter we may offer you a meeting to discuss and try to resolve your complaint. If you do not want a meeting or it is not possible, we may instead offer you a chance to discuss the matter by telephone.
- Within three days of the meeting or telephone conversation, we will write to you to confirm what took place and any solutions we have agreed with you.
- In any case we will send a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
- If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. However you should note that the Legal Ombudsman has time limits for accepting complaints and you will normally need to bring your complaint to the Legal Ombudsman within 6 months from the end of our complaints process. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org
Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
- If we have to change any of these timescales we will let you know and explain why.