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Complaints Procedure

Complaints Procedure

Should you wish to make a complaint about how your matter is being dealt with please address this to the appropriate person, as follows:

Fee Earner about whom complaint has been made Person responsible for dealing with complaint
Graham Burton Stephen Tame
Poppy Shokar Graham Burton
Stephen Tame Craig Taylor
Craig Taylor Stephen Tame
Bill Singh Craig Taylor
Martin Squire Bill Singh
Margaret Bradley Bill Singh
Hayley Barry Bill Singh
Sharon Pegler Patrick Cotran
Patrick Cotran Sharon Pegler
Lynda King Sharon Pegler
Matthew Finn Craig Taylor

On receipt of a complaint he/she will:

a) Advise you in writing:
  i) How the complaint will be handled; and
  ii) The time scale within which they will be given and initial and/or substantive response.

b) Review the file and ask for full details from you, either in writing or by interview.

c) Review the matter with the fee-earner.

The purpose of the investigation is to:

a) Identify the cause(s) that lead to the complaint;
b) Correct any unsatisfactory procedures that came to light;
c) Identify the appropriate redress for you.

The whole object is to ensure that you:

a) are satisfied that the complaint has been dealt with seriously;

b) get a prompt response;

c) are assured that the matter is being reviewed;

d) are notified as soon as possible of the outcome.

The firm may deal with a complaint by:

a) an apology from the firm, with an assurance that it will not happen again and that do better from that point onwards;

b) a reduction in the bill;

c) abatement of the bill in total;

d) notifying you of your right to complain to the Legal Ombudsman;

e) notifying you of your right to see another solicitor and obtain advice as to whether there has been negligence;

f) providing a detailed explanation of why we consider their complaint to be without merit;

g) offering another fee-earner within the firm to take over the file.

All complaints will be notified to the Head of Department and Senior Partner, the latter of whom keeps the central register of complaints received by the firm.

Should you wish to receive a copy of this procedure please ask the person dealing with your matter.