We are committed to providing high quality client care and would ask you to contact us if you are unhappy with any aspect of the service you receive. This will enable us to address any issues and improve our standards as necessary.
If you wish to raise a complaint please contact our Head of Professional Standards, Belinda Pennington at the Regional Rural Business Centre, Market Way, Bridgwater, Somerset, TA6 6DF, tel: 01278 664060, email: firstname.lastname@example.org.
We will acknowledge receipt of your complaint in writing within five working days of receipt and explain the steps which will be taken to investigate and the timescale involved. The investigation will usually involve discussing your complaint with the relevant members of staff and reviewing the file. You may be invited to a meeting if it is felt necessary or helpful.
We aim to complete our investigation within twenty one working days from the date we acknowledge your complaint. If this is not possible for any reason we will contact you with a revised timetable. If we have not been able to resolve your complaint within eight weeks you may refer it to the Legal Ombudsman.
Once our investigation is complete the Head of Professional Standards will write to you setting out her findings and any proposals for resolving the issues raised by you. If we do not hear from you within twenty one days from the date of the letter we shall assume that you accept the conclusion. However, if you are not satisfied with the outcome you can ask for the decision to be reviewed by our Managing Partner, who will write to you setting out his timescale for conducting the review.
If your complaint is not resolved to your satisfaction or you are unhappy with our conduct of the complaint you can refer it to the Office of the Legal Ombudsman which can be contacted at:
PO Box 6806
Tel: 0300 555 0333
There is a time limit for referring matters to the legal Ombudsman which is generally six months from the date you receive a final written response from us or within six years of the act or omission about which you are complaining (or if outside this period, within three years of the date you should reasonably have been aware of it). Generally, the Legal Ombudsman handles complaints relating to acts or omissions occurring after 5 October 2010 but please check this by referring to the website or telephoning them.
Alternative complaint bodies such as ProMediate exist which are ADR certified and competent to deal with complaints about legal services should both you and this firm wish to use such a scheme. At present we do not agree to use ProMediate or any such other certified body as the Legal Ombudsman (although not certified) works in a similar way.