Maintaining the Level of Service
We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about an invoice then you should inform us immediately so that we can do our best to resolve the problem for you.
In the first instance please contact the partner responsible for the handling of your case. If that does not resolve your concern or you consider that is inappropriate we also operate a formal complaints handling procedure and Mr Patrick Battersby is the partner appointed to deal with complaints. Please use email firstname.lastname@example.org or contact us by letter at our postal address marked for his attention and with the file name and “Complaint” in the message.
A copy of the firm’s written complaints handling procedure is also available upon request. In the event that you do have any concerns, we would ask you to raise them with us as soon as possible so that they can be dealt with promptly.
We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman.
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:
Call 0300 555 0333 between 8.30am and 5.30pm.
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 1777