If you have a complaint please write to us setting out fully your concerns. We will then investigate your complaint in accordance with the following procedure.
1.We will within 7 days of receipt send to 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.
2.We will record your complaint in our central register and open a separate file for your complaint. We will do this within 3 days of receiving your complaint.
3.We will then start to investigate your complaint. This will normally involve the following steps :-
- We will pass your complaint to our Client Care Partner, within 7 days. If your complaint relates to our Client Care Partner, then it will be passed to our Partnership Secretary who will nominate another Partner to deal with your complaint.
- He will ask the member of staff who acted for you to let him know his/her response to your complaint within 14 days thereafter.
- He will then examine the response and the information in your complaint file and, if necessary, he may also speak to them. This will take up to 7 days from receiving their reply and the file.
4.The Client Care Partner will then write to you setting out our response to your complaint which, hopefully, will resolve your complaint. He will do this within 14 days thereafter.
5.At this stage, if you are still not satisfied, you can write to us again setting out your reasons. We will then arrange to review our decision and invite you to attend a meeting with the Fee Earner concerned and the Client Care Partner.
6.We will let you know the result of the review within 14 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 the Legal Complaints Service. If you are still not satisfied you can contact them about your complaint.
If we have to change any of the time scales above we will let you know and explain why.
