Complaints handling policy

1. We will send you a letter acknowledging receipt of your complaint within five days of receiving it.

 

2. We will then investigate your complaint. This will normally involve passing
   your complaint to our client care partner, David Sewell, who will review your
   matter file and speak to the member of staff who acted for you.

 

3. We will then either:-
   
   a. invite you to a meeting to discuss, and hopefully resolve, your
       complaint. We will do this within 14 days of sending you the
       acknowledgement letter. Within 3 days of the meeting we will then
       write to you to confirm what took place, along with any solutions
       agreed OR
   b. send you a detailed written response to your complaint to include
       suggestions for resolving the matter. We will do this within 21 days of
       sending you the acknowledgement letter.

 

4. At this stage, if you are still not satisfied, you should contact us again and we
   will arrange for another partner within the firm, who is unconnected with your
   matter, to review the decision.

 

5. We will contact you within 14 days of receiving your request for a review,
   confirming our final position on your complaint and explaining our reasons.

 

6. If you are still not satisfied, you can then contact the Legal Ombudsman at
   PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any
   complaint to the Legal Ombudsman must usually be made within six months
   of the date of our final decision on your complaint but for further information,
   you should contact the Legal Ombudsman on 0300 555 0333 or at
   enquiries@legalombudsman.org.uk.