Leamington Spa 01926 422 101     Coventry 02476 229 582

COMPLAINTS HANDLING PROCEDURE

Leamington Spa office

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Mr Andrew McCusker has the overall responsibility for complaints for the Leamington Spa office and will therefore be dealing with your concern and/or complaint. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within 5 days of you raising your concerns, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner Mr Andrew McCusker who will review your matter file and speak to the member of staff who acted for you.
  3. Mr McCusker will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within 3 days of the meeting, Mr McCusker will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or one is not possible, Mr McCusker will send you a detailed written reply to your complaint, including his suggestions for the resolution of the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
  7. We will write to you within 7 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are not satisfied with our handling of your complaint, you can then ask the legal Ombudsman at PO BOX 6167, Slough, SL1 0EH or call 0300 555 0333 or email enquiries@legalombudsman.org.uk to consider your complaint Normally you will need to bring your complaint to the Legal Ombudsman within 6 months of your receiving a final written response from us regarding your complaint and within one year of the act or omission about which you are complaining occurring (or if outside this period, within one year of when you should reasonably have known there was cause for complaint). The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.

Coventry office

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Miss Severine Vincent has the overall responsibility for complaints for our Coventry office and will therefore be dealing with your concern and/or complaint. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within 5 days of you raising your concerns, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner Miss Severine Vincent who will review your matter file and speak to the member of staff who acted for you.
  3. Miss Vincent will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
  4. Within 3 days of the meeting, Miss Vincent will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or one is not possible, Miss Vincent will send you a detailed written reply to your complaint, including his suggestions for the resolution of the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
  7. We will write to you within 7 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are not satisfied with our handling of your complaint, you can then ask the legal Ombudsman at PO BOX 6167, Slough, SL1 0EH or call 0300 555 0333 or email enquiries@legalombudsman.org.uk to consider your complaint Normally you will need to bring your complaint to the Legal Ombudsman within 6 months of your receiving a final written response from us regarding your complaint and within one year of the act or omission about which you are complaining occurring (or if outside this period, within one year of when you should reasonably have known there was cause for complaint). The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk..

If we have to change any of the timescales above, we will let you know and explain why.

Back To Top