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.

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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 five 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.

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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.

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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, I will write fully to you setting out my views on the situation and any redress that we would feel to be appropriate.

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4. Within five 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 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.

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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 to confirm the final position on your complaint and explain our reasons

If you are still not satisfied, you can then contact the

 

Legal Ombudsman,

PO Box 6806

Wolverhampton

WV1 9WJ

 

about your complaint.

 

Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk.) within six months of receiving a final written response from us about your complaint or within one year of the act or omission about which you are complaining occurring (or you becoming aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.