My complaints policy
I am committed to providing a high-quality legal service to all my clients. When something goes wrong I need you to tell me about it. This will help us to improve my standards.
Our complaints procedure
If you have a complaint, contact me with the details.
What will happen next?
1 I will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. You can expect to receive my letter within two days of me receiving your complaint.
2 I will record your complaint in my central register and open a separate file for your complaint. I will do this within 2 days of receiving your complaint.
3 I will then start to investigate your complaint. This will normally involve the following steps.
· I will reply to your complaint within 5 days
· I will then examine Your reply and the information in your complaint file and, if necessary, I may also speak to you. This will take up to three days from receiving your reply.
4 I will then invite you to a meeting either face to face or by telephone to discuss and hopefully resolve your complaint. This will be done within 3 days of receiving your reply.
5 If you are still unhappy with the outcome of the complaint, I will provide you with details of the Legal Ombudsman which is an independent company who will investigate your complaint. I will advise you of time limits for making a complaint to the Legal Ombudsman.The address for the Legal Ombudsman is: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Alternatively, you can e-mail them at enquiries@legalombudsman.org.uk. Any complaint to them should be made within 6 months of the matter having been reviewed.
If I have to change any of the timescales above, I will let you know and explain why.
If your first language is not English or you find it difficult to read our complaints procedure, please tell us which language you read and we will endeavour to have a complaints procedure translated into your preferred language.