Complaints Policy and Procedure

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.  This will help us to improve our standards.

OUR COMPLAINTS PROCEDURE

If you have a complaint, write to us with the details.  

What will happen next?

1.  We will send you a letter acknowledging your complaint. You can expect to receive our letter within two days of us receiving the complaint. 

 

2.  We will record your complaint in our central register and open a separate file for your complaint.  We will do this within a day of receiving your complaint.

 

3.  We will then start to investigate your complaint.   This will normally involve the following steps:

  • We will pass your complaint to the Managing Partner, Mr William Stisted, our Client Care Partner, within three days.
  • He will ask the member of staff who acted for you to reply to your complaint within five days.
  • He will then examine their reply and the information in your complaint file.  And, if necessary, he may also speak to them.  This will take up to three days from receiving their reply and the file.

 

4.  Mr Stisted will send you a detailed reply to your complaint. This will include his suggestions for resolving the complaint. He will do this within five days of completing his investigation.

 

5.  At this stage, if you are still not satisfied, you can write to us again.  We will then arrange to review our decision.  This will happen in one of the following ways:

  • Another Partner of the firm will review Mr Stisted’s decision within ten days.
  • We will ask our local Law Society or another local firm of solicitors to review your complaint within five days.  We will let you know how long this process will take.
  • We will invite you to agree to independent mediation within five days.  We will let you know how long this process will take

 

6.  We will let you know the result of the review within five days of the end of the review.  At this time we will write to you confirming our final position on your complaint and explaining our reasons.  We will also give you the name and address of the Legal Complaints Service.  If you are still not satisfied, you can contact them about your complaint.

If we have to change any of the timescales above, we will let you know and explain why. 

 

If we are unable to resolve your complaint, you have the right to complain to the Legal Ombudsman within 12 months from when you became aware of a problem or within 6 months of receiving a final response from us.

For more information, see their website www.legalombudsman.org.uk, telephone 0300 555 0333 or email them at enquiries@legalombudsman.org.uk