Complaint Procedure

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. We thank you for doing so. This will help us to improve our standards.

 
If you have not already raised your concerns with the lawyer handling your matter, your lawyer will contact you promptly to try to resolve your concerns. If that does not provide a solution you are happy with, the following procedure will apply.
 
What will happen next?
 
1.       We will acknowledge your complaint in writing and ask for any clarification we need. We will let you know who is handling your complaint.
 
2.       We will record your complaint in our central register.
 
3.       We will pass your complaint to Steven Partridge, Our Client Care Partner, within 2 working days. In his absence your complaint will be passed to another partner, either Peter Joslin or Harry Bayman.
 
4.       He will ask for a response from the member of staff who acted for you within 3 working days and review your file within a further 5 working days.
 
5.       Steven Partridge will send you a detailed written reply to your complaint within 2 working days of the file review being completed. This will include his suggestions for resolving the matter.
 

6.       At this stage, if you remain dissatisfied, another partner, who has not been involved in the handling of your complaint, will review Steven Partridge’s decision and let you know the result of the review within 10 working days. At this time we will write to you, confirming our final position on your complaint and explaining our reasons. If you remain dissatisfied, and 8 weeks have passed from the date you complained then you may contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, http://www.legalombudsman.org.uk/ or by telephoning 0300 555 0333. The Legal Ombudsman will accept complaints within 6 months of our written response to your complaint (which the Legal Ombudsman will sometimes extend), subject to that being:

      (a) within 6 years from the date of the act or omission you complain of; or

      (b) 3 years from the date you should reasonably have known you had grounds for complaint, if that act or omission took place before 6 October 2010 or was more than 6 years ago.

7.     If we have to change any of the timescales above, or there is a change in the person dealing with your complaint (which may include delegating the handling of your complaint to another senior solicitor in the firm), we will let you know and explain why.

8.   We will deal with complaints from prospective customers, who consider that they have been unreasonably refused a service or offered a service that they do not want, in the same way, subject to evidence being produced to support the complaint, and to establish that financial loss or unreasonable inconvenience has been caused as a result    

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