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Complaints

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong or we fall short of your expectations, we would like you to tell us so that we can put things right for you. This will also help us to improve our service standards in the future.

 

Our Complaints Procedure

If you have a complaint, contact Ruth Taylor as soon as possible with the details. Ideally, we would like this to be in writing. Ruth will try hard to deal with your complaint to your satisfaction.

 

What will happen next?

  1. Within 3 working days of the receipt of your complaint, we will send you a letter acknowledging your complaint, possibly asking you to confirm or explain the details set out in your letter.
  2. There may be certain circumstances that do not allow us to acknowledge receipt of your complaints within 3 workings. We will explain those circumstances when we do acknowledge. You will receive this copy of our complaints handling procedure at the time we acknowledge your complaint.

  3. Complaints received by us in writing i.e. letter or email or are dealt with by someone other than the person with the day-to-day responsibility for your work are treated as formal and are therefore, subject to central control by the principal.
  4. The acknowledgement letter we send to you will provide information about how your complaint will be resolved including:
    • The name of the person dealing with your complaint
    • The process the person named above will go through to investigate your complaint including as appropriate, one or more of the following options:
      • A request for you to provide written confirmation of the circumstances of your complaint [particularly if your complaint was not received in writing initially]
      • Invitation to a meeting to discuss your complaint you may refuse this invitation but it may be helpful in establishing facts and finding an acceptable resolution for you.
      • Meeting with the lawyer concerned to discuss your complaints
      • Inspection of the file of papers relating to your matter
      • Timetable of events leading to resolution of your complaint
    • We will carry out these investigations with a view to responding, with our findings and suggestions for a resolution of the issues arising, within 21 working days of our acknowledgement.
    • There may be circumstances where it is not possible to respond fully to you within 21 working days e.g. Ruth is on holiday. We will provide you with the reasons for this together with a revised time frame for our response.
    • All matters connected with your complaint will be recorded centrally for future review to ensure that it was been handled effectively and efficiently.
    • If at any point during this process you are not happy with how your complaint is being handled or the time frame we have set out for you, please contact us immediately.
    • When we have agreed the resolution to your complaint we will confirm this in writing and then carry out the agreed actions within the agreed timeframe.

What if you are still not satisfied?

We will try very hard to deal with any complaints or dissatisfaction about our service. If you remain unhappy after we have tried to resolve your complaint, you can refer the matter to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint
  • and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ