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Complaints Handling Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

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

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within ten working days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Geoffrey Ditz, who will review your matter file and speak to the member of staff who acted for you.
  3. Geoffrey Ditz will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within five days of the meeting, Geoffrey Ditz will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Geoffrey Ditz will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied with out handling of your complaint you can ask the Legal Ombudsman of PO Box 6806 Wolverhampton WV1 9WT telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk to consider the complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint. For further information, you should contact the Legal Ombudsman.