We are committed to offering you a high standard of service and genuinely care about all matters. If for any reason you wish to raise any concerns or queries about any aspect of our services, please allow us the opportunity to improve your experience with us.
In accordance with the Complaints Procedure We will arrange a meeting which will be informal and the Solicitor concerned will make notes of all issues raised by you and how the matter can be resolved. A copy of any resolution will be kept on your file and another copy on the personal folder of the Solicitor or member of staff concerned with the complaint for future record.
Where the matter between the Solicitor or member of staff concern and the complainant is not resolved satisfactorily, the matter must refer be referred to Mr Cassad the Solicitor responsible for dealing with such complaints. Mr Cassad will acknowledge receipt of the complaint and will then write to you within 2 weeks of the date of the complaint. It is hoped that at this stage he will be in a position to provide you with a full response to your complaint. If for any reason this is not the case, then this letter will update you on the progress made in the handling of your complaint, and if further time is required, he will highlight the steps that still need to be taken, and provide a timetable within which such steps will be concluded and a full response to your complaint provided. We will endeavour to resolve your complaint or any issues which you may have regarding the services provided to you by this firm.
In the unlikely event that you have exhausted the company’s internal complaints procedure, you are also entitled to seek a review of your complaint by the Legal Ombudsman, an independent complaints body. Should you wish to pursue your complaint further we can provide you with details of the Legal Ombudsman at that stage. The website for the Legal Ombudsman is www.legalombudsman.org.uk/