Complaints
At the outset of the case you will be given the name, address and telephone number of the person who has been dealing with your case and their supervisor. In the, hopefully, unlikely event that you should find you have an issue or complaint with our service please either telephone them or write to them.
1 If you have telephoned we hope that we will be able to deal with the issue to your satisfaction there and then.
2 You can expect to have received a letter acknowledging your complaint within 4 working days of us receiving the same.
3 Your issue/complaint will be recorded in our office and on our central register and will be used to improve our service to our clients.
4 The supervisor will then start to investigate your complaint/issue.
5 The supervisor will ask the member of staff who acted for you to draft a reply to your complaint within 5 working days.
6 The supervisor will examine their reply and the information in your complaint file. S/he may then ask the member of staff who dealt with you for more information. This will normally take up to 3 working days from receiving their reply and the file.
7 The supervisor will then send you his/her reply to your issue/complaint. (Mr John Webber, our senior partner, will be sent a copy of this).
8 At this stage, if you are not satisfied with the way the supervisor has dealt with the issue s/he will invite you to meet them to discuss and hopefully resolve any issues.
9 Within 2 working days of the meeting the supervisor will write to you outlining what took place and any solutions s/he has agreed with you.
10 If you do not want a meeting or it is not possible, the supervisor will send you a detailed reply to your further issues/complaints. This will include his/her suggestions for resolving the matter. This will happen within 5 working days of us completing our investigation.
11 At this stage, if you are still not satisfied you can write to us again. The supervisor will then arrange to review his/her decision. This will happen in one or more of the following ways.
* The supervisor will review his/her own decision within 5 working days.
* The supervisor will arrange for another partner within the firm, who has not been involved in your complaint, to review it. S/he will do this within 10 working days.
* Mr John Webber, our Senior Partner, will review your complaint within 10 working days.
12 The supervisor will let you know the result of the review within 5 working days of the end of the review. At this he/she will write to you confirming our final position regarding your complaint and explaining our reasons. The supervisor or Mr Webber will also give you the name and address of the Legal Complaints Service. If you are still not satisfied, you can contact them about your complaint.
If we have to change any of the timescales above, we will let you know and explain why.
Whatever the outcome, can we assure you that we will be examining our client care processes and procedures to try to ensure that the issue does not arise again.
