How to Complain
Complaints Procedure |
| We want to give you the best possible service. 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. We deal with any complaints promptly, fairly, and free of charge.
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Our complaints procedure |
| In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you remain unsatisfied, please contact Richard Adams, our Complaints Supervisor with the details.
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What will happen next? |
| 1. We will send you a letter acknowledging your complaint and where necessary asking you to confirm or explain the details. We will also let you know who will be dealing with your complaint and also provide you with the contact details for the Legal Ombudsman with the postal and web address of that organisation. You can expect to receive our letter within 3 working days of receiving your complaint.
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| 2. We will record your complaint in our central register and open a file for your complaint. We will do this within 2 working days of receiving your complaint.
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| 3. Richard Adams will then start to investigate your complaint. He will do this within 10 working days. The complaint investigation will normally involve him examining your file and (if he did not act for you personally) speaking with the person within the firm who acted for you.
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| 4. If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 3 working days of your request.
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| 5. Within two working days of the meeting Richard Adams will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or if it is not possible, he will send you a detailed reply to your complaint; this will include his suggestions for resolving the matter. If you remain dissatisfied this matter will be referred to Gilva Tisshaw.
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| 6. At this stage, if you are remain dissatisfied, you can let us know.
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| 7. We will let you know the result of the review within 2 working days of the end of the review. At this time Richard Adams will write to you confirming the Firm’s final position on your complaint (taking into account the views of the external investigator) and explaining our reasons.
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| 8. If you are still not satisfied with the Firm’s decision at the conclusion of the complaints procedure:
8.1 You may refer the matter to the Legal Ombudsman. 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. From 1st April 2023, this must be no later than one year from the date of either: · The act or omission being complained about. · When you should have realised that there was cause for complaint. The Legal Ombudsman will have the discretion to accept out of time complaints and circumstances where it deems it ‘fair and reasonable to do so.’ If you would like more information about the Legal Ombudsman, please contact them. Contact details Visit: www.legalombudsman.org.uk Call: 0300 555 0333 between 9am to 5pm. Email: [email protected] Legal Ombudsman PO Box 6167, Slough SL1 0EH 8.2 We will write to you with details of an alternative dispute resolution approved body which would be competent to deal with the complaint, and we will advise you whether we agree to use the scheme operated by that body.
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| 9.The Solicitors Regulation Authority can also 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. |
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