Our complaints policy

Our complaints procedure

If you have a complaint, contact us with the details.



What will happen next?

1. We will send you a letter 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 letter within three working days of us receiving your complaint.
   
   
2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.
   
   
3. We will then start to investigate your complaint. This will normally involve the following steps.
4. We will pass your complaint to Mr Edward De Silva, our Client Care partner, within three days.
5. He will ask the member of staff who acted for you to reply to your complaint within 5 working days.
6. He will then examine their reply and the information in your complaint file. And, if necessary, he may also speak to them. This will take up to three days from receiving their reply and the file.
   
   
7. Mr. De Silva will then invite you to a meeting and discuss and hopefully resolve your complaint. He will do this within four working days.
   
   
8. Within two working days of the meeting he will write to you to confirm what took place and any solutions he has agreed with you.
   If you do not want a meeting or it is not possible, our Client Care Partner will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five days of completing the investigation.
   
   
9. At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways.
   
10. another partner of the firm will review De Silva’s decision within 10 working days.
11. We will ask our local Law Society or another local firm of solicitors to review your complaint within five days. We will let you know how long this process will take.
    
12. We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
    
    
13. We will let you know the result of the review within five days of the end 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 address of our Customer Complaints Service which is the Legal Ombudsman who can be contacted at www.legalombudsman.org.uk. If you are still not satisfied, you can contact them about your complaint.
    
    If we have to change any of the timescales above, we will let you know and explain why.

        If you are not clear on the above provide please contact us we are here to help.