COMPLAINTS

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. If at any point you become unhappy with our service or our bill, then please inform us immediately so that we can do our best to resolve the problem for you.
 
If you have a complaint, please contact us with the details.
 
What will happen next?
 
1. We will send you a letter acknowledging receipt of your complaint within two days of receiving it, enclosing a copy of this procedure.
 
2. Your complaint will be passed to our Technical Lead, Kelsey Tomlinson to investigate.
 
3. Kelsey will respond, in writing, within ten working days (from (1) above) with the outcome of her investigation.
 
4. If you are dissatisfied with Kelsey’s response to your complaint you can appeal her decision to our Managing Partner Ailsa Hesketh. Ailsa will review Kelsey’s decision and invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within ten working days of sending you the request to appeal Kelsey’s decision.
 
5. Within three working days after the meeting, Ailsa Hesketh will confirm the outcome in writing.
 
6. If you do not want a meeting or it is not possible, Ailsa will respond in writing, within ten working days of you declining the meeting.
 
7. In the unlikely event that we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers. The Legal Ombudsman can investigate complaints up to one year from the date of the problem happening or within one year of the date when you should have realised that there was cause for complaint. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:
 
www.legalombudsman.org.uk
enquiries@legalombudsman.org.uk
Telephone 0300 555 0333 or minicom:0300 555 1777
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
 
Do not send original documents to the Legal Ombudsman.
 
Alternative complaints bodies (such as ProMediate) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
 
8. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for concerns about dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns directly with the Solicitors Regulation Authority (www.sra.org.uk).

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

 
10. We will not charge you for handling your complaint

 

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