We would hope that the service that you receive is satisfactory but would want you to tell us immediately should you be unhappy with the service that has been provided to you.
We would ask that you in the first instance refer your concerns to the fee earner dealing with your matter. If the concerns you have are not dealt with in a satisfactory manner then the complaints procedure can be instigated.
We will set out the procedure for assistance should you wish to instigate the Firm's complaints procedure and that is as follows :
| 1. |
You can advise us that you are unhappy by telephone, email or in writing at the first instance. We would however, ask that your concerns be put in writing, if not do so in the first instance. |
| 2. |
Your complaint will immediately be referred to Lisa Binnion (or Cozette Lindsay - Veal should the concerns relate to Lisa Binnion) |
| 3. |
Your written correspondence will be acknowledged within 2 working days of receiving the same. |
| 4. |
Your complaint will be logged in our central register of complaints and a separate file dealing specifically with your complaint will be opened. |
| 5. |
Your complaint will then be investigated by asking for a response from the fee earner who dealt with your matter. The fee earners comments will be requested within 5 working days. |
| 6. |
Once the fee earners comments have been received your file will be reviewed and any further enquiries will be made. This process may take a further 3 days to complete. |
| 7. |
You will then be contacted by the person dealing with your complaint who will attempt to resolve matters with you over the telephone and / or in writing. |
| 8. |
If you wish to arrange a meeting this can be arranged at a convenient time to discuss the issues raised. |
| 9. |
If the complaint cannot be resolved and if you are not satisfied then you can contact the Legal Complaints Service at Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE about your complaint. Any complaint to the Legal Complaints Service about our service must usually be made within 6 months of the end of the work we did for you or of you finding out there was a problem. If your complaint is about our conduct, you should contact the Legal Complaints Service within 6 months of the conduct taking place. For further information, you should contact the Legal Complaints Service (0845 608 6565 or refer to www.legalcomplaints.org.uk) |
