What is a complaint?
We consider a complaint to be any expression of dissatisfaction. You may make a complaint initially either informally, for example by phoning to say that a minor matter has not been dealt with within a stated timescale, or formally by letter or email (depending on your preference).
We will endeavour to solve your complaint informally if that is possible. If not we will set out what action we intend to take to solve your complaint as soon as possible. In any event we will always act within the following timescales:
Complaints handling timescales
If we have to change any of the timescales below we will notify you and give you a reason why.
|What Will Happen?||Timescale|
|1.||We will send you a letter (or email if you prefer) acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint.||You can expect to receive our initial response within two days of us receiving your complaint.|
|2.||We will record rout complaint in our central register and open a separate file for your complaint.||We will do this with in a day of receiving your complaint.|
|3.||We will acknowledge your reply to our acknowledgement letter and confirm what will happen next.||You can expect to hear from us within a day of your reply.|
We will then start to investigate your complaint. This will normally involve the following steps:
a. we will pass your complaint to our client care partner
b. he/ she will ask the member of staff who acted for you to reply to your complaint
he/ she will then examine the reply and the information in your complaint file. If necessary, he may also speak to them.
Within three days.
|5.||Our client care partner will then invite you to meet him/her and discuss and, we hope, resolve your complaint.||He will do this within three days.|
a. the client care partner will write to you to confirm what took place and any solutions he/ she has agreed with you.
b. If you do not want a meeting or it is not possible, the client care partner will send you a detailed reply to your complaint. This will include his/her suggestions for resolving the matter.
Within two days of the meeting.
Will be done within five days of completing his investigation.
At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
a. another partner of the firm will review the client care partner's decision.
|Within 10 days.|
|8.||We will let you know the result of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and the address of the Legal Ombudsman . If you are still not satisfied, you can contact them about your complaint.||Within five days of the end of the review.|