If you have a complaint, please send a letter or email to us detailing your concerns.
What will happen next?
The line manager of the team dealing with your action will deal with your complaint in the first instance and will be your complaint handler. You will be given the name of the line manager for your action when you appoint us.
The complaint handler will acknowledge receipt of your complaint within 5 working days of receiving it. They will enclose a copy of our complaints handling policy and will ask you to confirm or explain the details of your complaint and to provide any additional information that you may feel is relevant.
The complaint handler will then investigate your complaint. They will review your matter file and speak to any other person who acted in this matter for you. If you prefer, you can also arrange a meeting (generally by phone or video-call) with the complaint handler to discuss the complaint on a one to one basis. Within 10 working days of receiving the full information from you, the complaint handler will send you a detailed written reply to your complaint, including any suggestions for resolving the matter.
At this stage, if you are still not satisfied, you should write to us again. Your complaint will then be passed to the Head of Division (Kingsley Hayes) or an equivalent partner. They will review the decision, taking into account any additional information or comments from yourselves and then respond again with a further decision, within 10 working days. If you are still not happy, your complaint will be escalated to our Chief Operating Officer (Johnny Nichols). He will review the decision, taking into account any additional information or comments from yourselves and then respond again with a further decision, within 10 working days
If we have to change any of the timescales above, we will let you know and explain why.
If you are still not satisfied, and all attempts to address your concerns are unsuccessful then you can ask the legal ombudsman service to consider your complaint.
The Legal Ombudsman (LeO) who can be contacted as follows: PO Box 6806, Wolverhampton WV1 9WJ, Tel: 0300 555033, Web: www.legalombudsman.org.uk.
There are time limits for submission of a complaint to them. They will accept a complaint made within six years of the act or omission giving rise to the complaint, or within three years of the client being reasonably aware of the complaint. In addition the client must raise the complaint within six months of the final response under the internal complaint procedure of the firm.