It is extremely important to us that we provide an efficient service. If for any reason you are unhappy with any aspect of the service we would like to hear from you. We will endeavour to resolve the problem as quickly as possible. Complaints can be notified to us through incoming mail, telephone call or email.
Our complaint procedure is as follows:
In the first instance, please speak with the solicitor working on your case and they should try their best to resolve the problem. If you remain unsatisfied, please contact our Complaints Manager at the head office in Caversham to raise the complaint. Your complaint will be recorded on our central complaints database.
You should then write to our Complaints Manager detailing the nature of your complaint. The following will then get carried out:
- A review of the matter with the fee earner who conducted the case.
- Investigate the matter and determine the appropriate outcome.
- Make a decision on how the complaint should be remedied.
We will acknowledge receipt of your complaint and write to you within 14 days. Once your complaint has been investigated we will write to again within 28 days of receipt. This letter will detail the nature of your complaint, and the decision that has been reached. If you are not satisfied with our decision you should contact us within 28 days from the date of our letter and we will review our decision. We will then write to you within 14 days from receipt of your letter.
If however you remain dissatisfied, you may make a complaint to the Legal Ombudsman. Their contact number is 0300 555 0333 or you can email them at firstname.lastname@example.org.