COMPLAINTS HANDLING PROCEDURE

A complaint is any oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.

We expect that everyone will manage complaints and address any concerns in a timely manner. Where this does not resolve the issue, the complainant must be advised to raise their concern with Tania Tandon (unless this is not appropriate in which event the concern will be directed to Richard Hildebrand) who will invoke the following complaints procedure:

  1. We will send the complainant a letter acknowledging receipt of the complaint within 7 days of the complaint being raised, enclosing a copy of the firm’s procedure.
  2. We will then investigate the complaint. This will normally involve Tania Tandon undertaking a review of the matter and speaking to the member(s) of the firm who were involved in the matter.
  3. Tania Tandon will invite the complainant to a meeting to discuss and, it is hoped, resolve the complaint. She will do this within 14 days of sending the acknowledgement letter.
  4. Within three days of the meeting, Tania Tandon will write to the complainant to confirm what took place and any solutions she has agreed with them.
  5. If the individual does not want a meeting or it is not possible, Tania Tandon will send them a detailed written reply to their complaint, including her suggestions for resolving the matter, within 21 days of sending the acknowledgement letter.
  6. At this stage, if the complainant is still not satisfied, they are invited to contact us again within 7 days to explain why they remain unhappy with the response, and this will be reviewed. Depending on the matter we may at this stage arrange for another senior member of the firm to review the decision.
  7. We will write to the complainant within 7 days of receiving the request for a review, confirming our final position on the complaint and explaining our reasons.
  8. In certain circumstances, if the client is still not satisfied, they can then contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH or by email enquiries@legalombudsman.org.uk or call 0300 555 0333 about their complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk. We must also advise the client about their right to seek redress through alternative dispute resolution and whether, in their particular matter, we are agreeable to this.

The Legal Ombudsman requires complaints to be made to them within six months of receiving the firm’s final response and no more than one year of the date of the act or omission about which the client is concerned or within one year of the client realising there was a concern.