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Complaints Handling Policy and Procedure

We are committed to providing a high quality legal service to all our clients. 

If you have a complaint

In the first instance, please contact the person that acted for you to make an appointment in person.   They will do their best to resolve issue with you directly. If the matter cannot be resolved at that stage then the following procedure will apply:

Our Compaint’s Procedure

If you have a complaint you should contact us in writing with your complaint. 

What will happen next: 

  1. A letter will be sent to you acknowledging the complaint within 7 working days. 

  2. The Prinicipal will then investigate your complaint. The Principal will review your matter and as part of this investigation the Principal will invite you to meet them to discuss and hopefully resolve your complaint. This will be done within 21 days of the acknowledgment. If the complaint is more complex then the timescale could take longer and we will let you know when to expect a full response.

  3. Within 7 days of the meeting the Principal will write to you to confirm what took place and any solutions they have agreed with you. 

  4. If at that stage you are still not satisfied you should contact the Principal again to review the decision.

  5. We will write to you within 14 days of receiving your request to review, confirming our final position on your complaint and explaining our decision to you. 

We aim to conclude the process within eight weeks of the date of your complaint letter.

Eight weeks following your complaint, if it is not resolved you can contact the Legal Ombudsmans at PO Box 6806, Wolverhampton WV1 9WJ, telephone number 0300 555 0333, email enquiries@legal ombudsman.org.uk. Website: ww.legalombudsman.org.uk. 

The legal Ombudsman will look at your complaint independently and it will not affect how we handle your existing case.

Before accepting a complaint for investigation, the legal ombudsman will check that you have tried to resolve your complaint with us first. 

Any complaint to the legal ombudsman must usually be within six  months of the date of our final decision and no more than six years from the date of the act or omission or no more than three years from when you should reasonably have known there was a cause for complaint.

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


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