Complaints Handling Procedure
We hope that you will be happy with the service which we provide but if there is any problem at all we aim to resolve any issues quickly and with that in mind operate an internal Complaints Handling Procedure which will provide you with information about how your complaint will be dealt with.
You should raise your complaint with the person who has been dealing with your matter for you. Every effort will be made to try to resolve the problem between ourselves. If for any reason the matter remains unresolved, then you should raise your complaint with Mr Robert Scott. Preferably this should be done either by e-mail or letter.
You will receive an acknowledgement of your complaint in writing usually within 48 hours.
We aim to follow the guidelines set out below when dealing with all complaints:-
· Be prompt in dealing with the problem or issue.
· Be fair, reasonable and understanding.
· Listen to and consider the complaint.
· Answer any complaint in a comprehensible fashion.
· Where appropriate, offer an explanation and remedy.
If you are not satisfied with the result of our own internal enquiry into your complaint or we are in any way unable to resolve the issue then you may if you wish refer your complaint to the Legal Ombudsman PO Box 86806 Wolverhampton WV1 9WJ, telephone 0300 555 433 e-mail firstname.lastname@example.org or, because we are regulated by the Solicitors Regulation Authority which has its own complaints and redress mechanisms, you can take up your complaint with the Solicitors Regulations Authority at www.sra.org.uk. Please note that before you make a complaint:
- The Legal Ombudsman would expect you to have tried to resolve your complaint using our internal Complaints Handling Procedure first and to contact the Legal Ombudsman within six months of receiving our final response about your complaint.
- The issue giving rise to your complaint must have occurred or you first found out about it after 5th October 2010
- You must refer your complaint to the Legal Ombudsman either within six years after it arose or within three years after you first found out about it”
A link to the SRA website appears below (click on logo).