COMPLAINTS POLICY AND PROCEDURE
We are committed to providing a high quality service to all our clients. When something goes wrong we need you to tell us about it, so that we can put things right. Complaints help us to improve standards.
The person who has ultimate responsibility for handling complaints is the Firm's Complaint's Handler, Ian Anderson.
What is a complaint?
This is any expression of dissatisfaction with the service provided.
Who should I complain to?
In the first instance you should contact the person dealing with your matter as it may be possible to resolve your concerns at an early stage.
If you feel the need to complain you should raise your complaint in writing, addressed to the Complaints Handler who will arrange for your complaint to be considered in the first instance by the Supervisor of the department dealing with your matter.
How will you deal with my complaint?
Unless we can resolve your complaint immediately we will:
- Acknowledge your complaint within three working days of receipt and we will tell you the name of the person who will be dealing with your complaint. If your complaint is against the person named as the Complaints Handler then your complaint will be dealt with by another independent person at our office.
- Also on the day of receipt we will record your complaint in our central Complaints Register and open a file for your complaint.
- We will then investigate your complaint which should take no more than 10 working days. If we need any additional information from you we will ask for it.
- At this stage we will send you a detailed reply to your complaint. This will include suggestions for resolving the matter, where applicable. This will happen within three working days of us completing our investigation.
- In the event that you are still not satisfied following the review of your complaint you can complain to the Legal Ombudsman (address: PO Box 6806, Wolverhampton, WV1 9WJ, telephone number: 0300 555 033, website: www.legalombudsman.org.uk) who will consider your matter further. You must raise your complaint within six months of the conclusion of our complaints process.