If you are not satisfied in any way with the service provided by the firm, we have in place a procedure to assist in the resolution of any issues concerned.
Your complaint should be addressed in the first instance to the supervising partner dealing with your matter. Although it is not essential, it would be helpful if you could provide details of your concerns in writing. It is hoped that the supervising partner dealing with your matter will be able satisfactorily to resolve any issues.
Your complaint will be recorded in a central complaints register maintained by the firm. If, however, you are not satisfied that the supervising partner dealing with your matter has satisfactorily addressed your concerns, you may refer your complaint to the firm’s Complaints Officer, who is Andrew Joint (firstname.lastname@example.org; direct dial 020 7710 1667). The nominated Complaints Officer will not, however, deal with any complaint if he is involved in the matter concerned. In such a case, another partner of the firm (who is not involved in the matter concerned and is therefore independent) will deal with the complaint in question (and for the purposes of the remainder of this policy, such partner is deemed to be the Complaints Officer).
The Complaints Officer will acknowledge receipt of your complaint within two days of receiving it and will then proceed to investigate the complaint. The Complaints Officer will respond with a proposed resolution as quickly as possible and may, if appropriate, invite you to a meeting to discuss and hopefully resolve your complaint. If it is not possible to have a meeting, the Complaints Officer will send you a written reply to your complaint including suggestions for resolving any outstanding issues if appropriate.
Needless to say, you will not be charged by the firm for our investigation of your complaint. If you are not satisfied with the final response of our Complaints Officer you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.
The Legal Ombudsman’s contact details are as follows:
Telephone: 0300 555 0333 (from overseas: +44 121 245 3050)
NGT Lite users: 18001 0300 555 0333
Minicom text phone user: 18002 0300 555 0333
Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ