We are committed to providing a high-quality legal service to all ourclients. When something goes wrong, we need you to tell us about it. This willhelp us to improve our standards. We would always want our clients to raise anyconcerns a soon as practicable with the member of staff who is undertakingtheir work.
However, we accept that there may be occasions when the member of staffis unable to resolve your complaint or you may feel it is sufficiently seriousthat you want a more senior member of the firm to investigate this matter onyour behalf.
If you have a complaint which you feel has not been dealt withsatisfactorily by the member of staff concerned, please contact the Head ofDepartment for the member of staff concerned with the details. If you areuncertain who the Head of Department is, our switchboard can provide you withthe name. If your complaint isconcerning work carried out by a Head of any Department you should contactanother of the Directors of the Company. If this is the case, we will provide you with the appropriate contactupon request.
What will happen next?
1. We will send you a letter acknowledgingreceipt of your complaint within a reasonable time after receiving it,enclosing a copy of this procedure.
2. The Head of Department will theninvestigate your complaint. This will normally involve a review your matterfile and a discussion with the member of staff who acted for you.
3. The Head of Department will considerwhether the matter can be dealt with more informally, for example, bycorrespondence or telephone, or whether a meeting with you is required. If so,we will then invite you to a meeting to discuss and hopefully resolve yourcomplaint. We will do this within a reasonable time after sending you theacknowledgement letter.
4. Within a reasonable period of time, theHead of Department will write to you to confirm what took place and anysolutions she/he has agreed with you.
5. At this stage, if you are still notsatisfied, you should then write to the Directors of the Company as soon aspossible who will arrange to review the decision.
6. We will write to you within areasonable time from receiving your request for a review, confirming our finalposition on your complaint and explaining our reasons.
7. If you are still not satisfied, you maybe able to complain to the Legal Ombudsman. The Legal Ombudsman will normallyonly deal with complaints from members of the public, very small businesses,charities, clubs and trusts. Please contact the Ombudsman direct to clarifywhether he will consider your complaint. Your complaint must be normally madeto the Legal Ombudsman within 6 months of your receiving our final decision onyour complaint. You may contact the Legal Ombudsman at:
Office of the Legal Ombudsman
Telephone: 0300 555 0333
8. If wehave to change any of the timescales above, we will let you know and explainwhy.