We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact our Client Support Team. You can write to the team at The Dowery, 22 Barker Street, Nantwich, Cheshire, CW5 5TE, speak to them on the telephone on 01270 625478. They will record your complaint in our central register and open a file for your complaint. They will then contact you if we need any more information from you about your complaint. If they are not able to resolve your complaint then it will be allocated to the Head of Department who will conduct an investigation. Please contact our Client Care Team at any time throughout your complaint being investigated if you want to make us aware of any additional information, or if you would like an update on where the investigation is up to.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to the Head of Department, who will review your matter file and speak to the member of staff who acted for you.
3. The Head of Department may invite you to a meeting, if appropriate, to discuss and hopefully resolve your complaint. They will do this within 14 working days of sending you the acknowledgment letter.
4. Within five working days of the meeting, the Head of Department will write to you to confirm what took place and any solutions they have agreed with you.
5. If you do not want a meeting or if it is not practical to hold one, the Head of Department will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 working days of sending you the acknowledgment letter.
6. At this stage, if you are still not satisfied, you should contact The Client Care Team and they will arrange for David Gaut (who is the Managing Partner), to review the decision.
7. Mr Gaut will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Although we hope it will not be necessary, if you are still not satisfied you can contact the Legal Ombudsman at P O Box 6806, Wolverhampton, WV1 9WJ. Any complaint to the Legal Ombudsman should be made within 6 months. Your complaint should also be brought to them within six years from when the problem first occurred (or within three years from when you first became aware of the problem, if it happened more than six years ago) and the problem you are complaining about must have taken place after 5 October 2010 (or, if it happened on or before 5 October 2010, you must not have been aware of it until after 5 October 2010). For further information you can contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk
If, during your complaint, we have to change any of the responsibilities or the timescales set out above, we will let you know and explain why.