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 Ms Balvinder Gill, our Client Care Partner. You can contact her at our head office situated at Lower Ground Floor, Elm Yard, 13-16 Elm Street, Clerkenwell London, WC1X 0BL. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.
What will happen next?
1. Within three days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
3. If appropriate we will then invite you to meet Ms Gill to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write to you setting out our views on the situation and any redress that we would feel to be appropriate.
4. Within three days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.
a. Ms Balvinder Gill will review her own decision
b. We will arrange for someone in the firm who has not been involved in your complaint to review it.
6. We will let you know the result of the review within five 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.
If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint at the following address:
PO Box 6806
Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk.) within either six years of the problem happening or three years from when you found out about it; and you are referring your complaint to us, within six months of our final response.
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org.