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Complaints handling procedure

Our complaints procedure

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

What will happen next?

You can register a complaint with the person dealing with your matter or Head of Department details of which are given in your initial Client Care Letter.

In the first instance, we would prefer if you write to us with full details of your complaint so that we have a good understanding of the issues being highlighted. 

We will send you a letter acknowledging receipt of your complaint within 10 working days of us receiving the complaint, enclosing a copy of our procedure and confirmation of who will be dealing with the complaint. 

We will then investigate the complaint and provide you with a full response within 28 days.  However, if the complaint is of a more complex nature we may require more time but will let you know when you will receive a full response.  We may also invite you to meet with us to gather more information and resolve the matter.

We will reply to you, usually in writing, to tell you of our views on the complaint and how we propose to resolve it, hopefully to your satisfaction.

If you remain dissatisfied with the outcome, or the way the complaint has been handled, you may write directly to Steven Porter as the Client Care Partner, who will review the complaint and the matter and speak to the member of staff who acted for you.  Steven Porter will acknowledge receipt of your complaint within 10 working days and will make such further investigations as are necessary to provide a full response within 28 days.

If still unresolved at this stage, you may take the complaint to 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.