We want to give you the best possible service we can and will always work with your best interests at the heart of what we do.
However, if at any point you believe that our service has fallen short of these objectives, then you should inform us immediately, so that we can do our best to resolve the problem.
Contacting us with any concerns will never prejudice the manner in which we handle your matter(s).
- In the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues. This can be done in writing or over the telephone. We will always keep a record of complaints raised to help us improve our service. We hope that this communication would resolve any issues you have.
- If your complaint cannot be resolved by way of the initial communication then you should write to us setting out your complaint in detail. This letter should be sent either by post to Grampian House, 144 Deansgate, Manchester, M3 3EE marked for the attention of Philip Burgoyne or sent by email to email@example.com.
- We will acknowledge your letter within 5 business days of receiving it. In this acknowledgement letter we will inform you of how long we anticipate it will take us to investigate and respond to you.
- We will review the file(s) in conjunction with your Complaint and speak to any relevant personnel who have acted on the file(s).
- We will provide you with a written response to your Complaint which will be sent by email or post depending on how you communicated your Complaint Letter. We will either support your Complaint and in which case we will work with you to try and reach a resolution. Alternatively if we do not agree that your Complaint has merit then we will explain the reasons for this decision.
- If you are unhappy with our response and we are unable to resolve matters together then you have the right to complain to the Legal Ombudsman. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have exhausted the steps set out above, then you must take you complaint to the Legal Ombudsman:
- Within 6 months of receiving a final response from us to your complaint; and
- No more than 6 years from the date of act/ omission; or
- No more than 3 years from when you should have reasonably known there was cause for complaint.