Client satisfaction and complaints
CLIENT SATISFACTION AND COMPLAINTS PROCEDURE
We aim to deliver a first class service every time. We do however realise that sometimes things can go wrong and we welcome complaints as an opportunity to improve our service. If something is wrong, we will do our best to put it right. We have a complaints procedure which is described below and is designed to make sure your complaint is dealt with quickly and fairly.
Who to Contact
We believe the majority of complaints can be resolved satisfactorily through communication with the person who has day to day responsibility for your file and we would invite you initially to raise your concerns with the person dealing with your case. If you have complaints in respect of general matters please contact the file handler. If you are not entirely happy with their response, you should contact Dawn O’Brien or Samantha Moss. We will aim to discuss with you and resolve your complaint over the telephone within 48 hours of receiving it. If we are unable to, we will acknowledge and respond to your complaint in writing within 10 working days of receiving it.
If at that stage you are still unhappy with our response, you should write to our Director, Samantha Moss, with as much detail as possible about your complaint. Our complaint director will carry out a thorough investigation and will write to you with a full report within 4 weeks of you referring your complaint to her.
We will always strive to resolve your complaint, however if for any reason we fail to do so, you can refer the matter to the Legal Ombudsman, whose address is PO Box 15870, Birmingham, B30 9EB.
In the event of us not being able to resolve your complaint, we will provide you with further information at that stage as the most appropriate route for your complaint to take.