Our Complaints Policy & 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. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, contact us with the details by either writing to us particularising your concerns in as much detail as possible or completing the questionnaire below.
What will happen next?
We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can normally expect to receive our letter within three days of us receiving your complaint.
We will record your complaint in a central register and open a separate file for your complaint.
We will then start to investigate your complaint.
This will normally involve the following steps.
• We will pass your complaint to Bradley Bloom, our Client Care partner, within three days.
• He will ask the member of staff who acted for you to reply to your complaint within seven 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.
Mr Bloom will then (a) provide a written response and (b) if necessary invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within a further five days.
Within two days of any such meeting Mr Bloom will write to you to confirm what took place and any solutions he has agreed or suggests with you. If you do not want a meeting or it is not possible, then that is of course your prerogative.
At this stage, if you are still not satisfied you should contact us again. We will then arrange to review our decision. (Subject to the complaint not being against one of our partners this will happen in one of the following ways).
• Another partner of the firm will review Mr Blooms decision within 10 days.
We will let you know the result of the review within 5 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.
If the complaint is against one of the partners we do not have another relevant member of staff to review it and accordingly once Mr Bloom has reported per paragraph 5 above your next course of action is in accordance with paragraph 9 below.
If you are still not satisfied then you can ask the Legal Complaints Service or the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
The Ombudsman’s contact details are:
PO Box 6806
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
We will always try to adhere to the time periods stated above, however there will be times when this cannot be achieved due to holidays, illness etc and accordingly where this occurs we will write to you and explain.