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.
lf you have a complaint, please contact us with the details in writing.
We will normally send you a letter acknowledging receipt of your complaint within seven days of us receiving the complaint, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care manager, Mike Renville, who will review your matter file. We will notify the ACL and/or the CLSB, and the office of the Legal Ombudsman of the complaint.
He may invite you to a meeting to discuss and hopefully resolve your complaint. If this is considered appropriate, he will do this within seven days of sending you the acknowledgement letter.
Within three days of the meeting, he will write to you to confirm what took place and any solutions he has agreed with you.
lf a meeting is not appropriate, he will send you a detailed written reply to your complaint including his/her suggestions for resolving the matter, within twenty-eight days of receipt of the written complaint. In the event that this resolves the complaint we will comply with our obligations arising from the complaint. We will notify the ACL and/or the CLSB, and the Office of the Legal Ombudsman of the outcome of the complaint procedure.
At this stage, if you are still not satisfied, you may contact us again and if you wish we will arrange for an independent review of the complaint to be undertaken by someone unconnected with this firm. We will be bound by his or her determination.
Upon receipt of the review decision we will comply with our obligations arising from the review decision. We will notify the ACL and/or the CLSB, and the Office of the Legal Ombudsman of the outcome of the complaint procedure.
lf you are still not satisified, you can then contact the Legal Ombudsman.
Address:- P O Box1 5870, Birmingham B30 9EB
Telephone:- 0300 555 0333