Our procedure for handling complaints is as follows:
In the first instance please put your complaint or concern in writing to the fee earner handling your case or if you prefer to his or her department head whose name is Graham Norman. If you have difficulty in putting your concerns in writing, please feel free to speak to or communicate with the fee earner or department head in whatever way is easiest for you. Whenever possible we will try and resolve the matter with you informally at this stage.
If you are not satisfied by our response at this first stage or if you consider that the matter needs to be resolved at a higher level, you should write to or communicate your concerns to our complaints handling partner, Christopher Elias. Your complaint will be recorded and acknowledged in writing within 7 days. The matter will be investigated by the complaints handling partner and a full response will be sent to you within 28 days of the receipt of your formal complaint. If we cannot do this, we will write to you and explain why. Afterwards we shall endeavour to resolve the complaint with you within 6 weeks of you first raising the matter with the complaints partner.
If 8 weeks after first raising the matter with the complaints partner, the matter has not been resolved to your satisfaction, you may refer the matter to the Legal Ombudsman whose contact details are given below. We may ourselves refer the complaint to the Legal Ombudsman if we consider that the matter cannot be resolved between us by agreement.
The Legal Ombudsman's address is:
For a confidential discussion, call us on...
Monday to Friday 9:30am to 5:30pm
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