We aim to offer all of our clients an efficient and effective service. We do nevertheless welcome any suggestions you might wish to make which you think would help to improve our service. Feedback is always welcome.
We want to give each of our clients the best possible service. However, if at any point you become unhappy or concerned about the service we have or are providing, then you should inform us immediately so that we can do our best to resolve the problem.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns. If that does not resolve the problem to your satisfaction or you prefer to speak to someone else, then please contact the Supervisor named in the Client Care Letter. At any time you may if you prefer address your complaint to the Managing Director, Craig Gee. We prefer that you record your complaint in writing explaining the circumstances and the reasons for your dissatisfaction. We shall endeavour to acknowledge your complaint within 2 working days.
Mr Gee will then carry out a full investigation and provide you with a detailed response to address your complaint. This will be sent to you not later than 8 weeks from the date of your complaint.
If we are unable to resolve your complaint then you may contact the Legal Ombudsman. Before accepting your complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have and we have not been able to resolve your complaint within 8 weeks then the Legal Ombudsman will proceed to investigate your complaint.
The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case.
Please note that if you decide to raise your complaint with the Legal Ombudsman that this must be submitted within 6 months of receiving the final response from our firm to your complaint and no more than 1 year from the date of the act or omission that you are complaining of; or not more than 1 year from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman will normally only consider a complaint from you if we have failed to resolve the matter to your satisfaction. It is, therefore, important that our Complaints Handling Procedure is carried out in full before you use that avenue to attempt to resolve the matter.
The Legal Ombudsman’s service is free of charge.
If you would like more information about the Legal Ombudsman you can contact them:
- Visit: www.legalombudsman.org.uk
- Call: 0300 555 0333 between 9 a.m. to 5 p.m.
- Email: [email protected]
- Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH
Please note that if your complaint relates to our fees then you may also apply to the Court for an assessment of the bill under Part III of the Solicitors Act 1974 although the Legal Ombudsman may not deal with your complaint if you have already applied under that procedure for an assessment.
As with all solicitors practices we are regulated by the Solicitors Regulation Authority. If for any reason you are unhappy with our behaviour then you may pursue your complaint to the SRA rather than the Legal Ombudsman.
The Solicitors Regulation Authority can help 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 visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
We will always try to deal with your complaint to meet your satisfaction and within the timescales outlined.
If you have any queries about these procedures and your legal rights then please do not hesitate to contact Craig Gee on 0161 666 9999 or [email protected]
We hope that the need to consider these procedures will not arise but if you do feel aggrieved and wish to complain then please be assured that the complaint will be dealt with objectively, without delay and with the utmost courtesy.
We will not make any charge to you for handling your complaint.
Please note that if we have issued a bill for work done on a matter for you and all or some of the bill is not paid then we may be entitled to charge interest upon the amount outstanding.
