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We are committed to providing a friendly, efficient and 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 service and, of course, we will do our best to deal with your complaint.
Registering a complaint
- If you have a complaint in the first instance please raise this matter with the person handling the matter. If they cannot resolve the matter it will be referred to their supervisor who will notify our Client Care Partner, Ms Emma Pearmaine.
- Ms Pearmaine will then send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
Investigating your complaint
- We will then investigate your complaint. Ms Pearmaine will review your file and speak to the member of staff who acted for you.
- Ms Pearmaine may contact you by telephone to discuss the matter. She will seek to clarify the issues and address your concerns.
- If this is not possible, or does not resolve your complaint, you will be invited to a meeting to discuss it. Ms Pearmaine will write to you within 10 working days of sending you the acknowledgement letter.
- Within three days of this meeting, Ms Pearmaine will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible to arrange one, Ms Pearmaine will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 15 working days of sending you the acknowledgement letter.
If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman, whose address is PO Box 6806 Wolverhampton WV1 9WJ. Their telephone number is 0300 555 0333. Their email address is email@example.com. Their website is www.legalombudsman.org.uk. The organisation is the statutory body to whom you may refer your complaint, once we have concluded our professional obligation to try and resolve it. The time for you to make a complaint to the Legal Ombudsman is six months from our final response to the complaint.