We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing our complaints procedure. This may be done by post or email.
Stage 1 – Complaint Investigation
The head of the team of the member of staff who has handled your matter will then investigate your complaint.
In the alternative, if the complaint is about the head of any of our teams, your complaint will immediately become a stage 2 matter.
If the complaint relates to our Managing Director, then it immediately becomes a stage 3 complaint.
They may invite you to attend a meeting or telephone conference to discuss and hopefully resolve your complaint. They will do this within 14 days of your complaint acknowledgement letter.
Within three days of any meeting, they will write to you to confirm what took place and any solutions that have been agreed with you.
If you do not want a meeting or it is not needed or possible, the head of department of your matter will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of your acknowledgement letter.
Stage 2 – Complaint Investigation Review
At this stage, if you are still not satisfied, you should contact us again and we will arrange for our Managing Director to review the complaint decision made by the head of department.
Our Managing Director will then write to you within 14 days of your request giving their decision.
Stage 3 – Complaint Final Review
At this stage, if you are still not satisfied, you can request that the firms Director, Paul Shenton makes a final review of your complaint and the outcomes and decisions made up to this point.
The Director will then write to you within 14 days of receiving your request for a final review and will confirm our final position on your complaint and explaining our reasons.
In the event that the complaint relates to Mr Shenton the process will be conducted by an associate director nominated for that purpose.
If you are still not satisfied you can contact the Legal Ombudsman about your complaint at:-
PO Box 6806
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information you should contact the Legal Ombudsman on Tel: 0300 555 0333 or at email@example.com.
If for any reason we need to change any of the timescales given above we will let you know and explain why.