We aim to resolve your complaint within eight weeks of your notification. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care Partner, Jane Gwam, who will review your matter file and speak to the member of staff who acted for you.
Jane Gwam will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Jane Gwam will write to you to confirm what took place and any solutions she has agreed with you.
If you do not want a meeting or it is not possible, Jane Gwam will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Partner or someone unconnected with the matter at the firm to review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied, you can then contact the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. You can also email the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.
Please note that the time limit for complaint to the LeO is within six year from the act/omission or three year from realising the cause of complaint. Any complaint to the Legal Ombudsman (LeO) must usually be made within six months of the date of our final decision on your complaint.
If we have to change any of the timescales above, we will let you know and explain why
