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Complaints Procedure

We recognise that you are entitled to expect from us a prompt, efficient and effective service.

 

We also understand that from time to time, despite the best of intentions, problems may arise.

 

We are anxious to maintain the good and continuing relationship we have with the vast majority of our Clients, and with this in mind have put in place the following procedure in order that any issues may be dealt with promptly and effectively.

 

However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

 

If you are concerned with regard to the service being provided to you, you should in the first instance refer this, preferably in writing, to the fee earner dealing with your matter.

 

The fee earner with conduct of your matter will try to rectify the problem straight away and will inform you of the action that has been taken or is required to be taken, within fourteen days of receipt of your letter. If for some reason the fee earner does not feel able to deal with the issue which you have raised, it will be referred to the Senior Partner of the firm who will respond to you within the same timescale.

 

If you have not received a satisfactory response within fourteen days, you should then forward a copy of your initial letter to the Senior Partner of this firm, currently Miss Claire Fitzgerald. Your letter will be acknowledged within seven days of receipt. Your complaint will be considered by Miss Fitzgerald and, if appropriate, one other Partner of the firm, and a response will be sent to you within 28 days of receipt of your letter.

 

Making a complaint will not affect how we handle your case.

 

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

 

You can raise your concerns with the Solicitors Regulation Authority : http://www.sra.org.uk/consumers/problems/report-solicitor.page .

 

If you are still not satisfied, the Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

 

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

 

• Within six months of receiving a final response to your complaint

 

And

 

• No more than six years from the date of act/omission; or

 

• No more than three years from when you should reasonably have known there was cause for complaint.

 

If you would like more information about the Legal Ombudsman, please contact them.

 

The Legal Ombudsman’s contact details are:

PO Box 6806,
Wolverhampton
WV1 9WJ

 

Telephone 0300 555 0333 between 9am to 5 pm.

 

Email enquiries@legalombudsman.org.uk.

 

Web http://www.legalombudsman.org.uk/index.html

 

 

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