OUR COMPLAINTS HANDLING 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. Please be reassured you will not be charged for the complaints handling process.
If you have a complaint, please contact us in writing with the details, addressed to:
101 Wigmore Street
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Elizabeth Johnson, who will review your matter file and speak to the member of staff who acted for you.
3. The partner handling this matter will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 calendar days of sending you the acknowledgement letter.
4. Within three days of the meeting, the partner handling this matter will write to you to confirm what took place and any solutions he or she has agreed with you.
5. If you do not want a meeting or it is not possible, the partner handling this matter will send you a detailed written reply to your complaint, including his or her suggestions for resolving the matter, within 21 calendar days of sending you the acknowledgement letter or your confirmation that you do not require a meeting whichever date occurs latest. .
6. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
7. If you are still not satisfied, you can contact:
PO Box 6806
about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org.
All complaints (written or verbal) are recorded and logged centrally to enable us to detect recurring problems and trends. As necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems. In this manner, we aim to constantly improve the service we provide.