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COMPLAINTS PROCEDURE
Our complaints policy
We are committed to providing a high quality
legal service to all our clients. When something goes wrong
we need you to tell us about it. This will help us to improve
our standards.
Our complaints procedure
If you have a complaint, contact us with the
details.
What will happen next
| 1. |
We will send you a letter acknowledging your complaint
and asking you to confirm or explain the details set out.
We will also let you know the name of the person who will
be dealing with your complaint. You can expect to receive
our letter within 2 days of us receiving your complaint. |
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| 2. |
We will record your complaint in our central register
and open a separate file for your complaint. We will do
this within a day of receiving your complaint. |
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| 3. |
We will then start to investigate your complaint. This
will normally involve the following steps:-
- We will pass your complaint to Patrick Booth, our
Client Care Partner, within 3 days. Patrick’s
telephone number is 0115 956 1100. He can be reached
by writing to Taylor Simpson and Mosley, 32 The Ropewalk,
Nottingham. NG1 5DW. Patrick’s e-mail is patrickbooth@ts-m.co.uk.
- Patrick will ask the member of staff who acted
for you to reply to your complaint within 5 days.
- Patrick will then examine their reply and the information
in your complaint file, and if necessary, he may also
speak to them. This will take up to 3 days from receiving
their reply and the file.
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| 4. |
Patrick will then invite you to a meeting to discuss
and hopefully resolve your complaint. Patrick will do
this within 3 days. |
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| 5. |
Within 2 days of the meeting, Patrick
will write to you to confirm what took place and any solutions
he has agreed with you.
If you do not want a meeting or it is not possible, Patrick
will send you a detailed reply to your complaint. This
will include his suggestions for resolving the matter.
He will do this within 5 days of completing the investigation.
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| 6. |
At this stage, if you are still
not satisfied you can contact us again. We will then
arrange to review our decision. This will happen in
one of the following ways:-
- Another partner of the firm will review Patrick’s
decision within 10 days.
- We will ask our local Law Society or another local
firm of Solicitors to review our complaint within
5 days. We will let you know long this process will
take.
- We will invite you to agree to independent mediation
within 5 days. We will let you know how long this
process will take.
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| 7. |
We will let you know the result of the review within
5 days of the end of the review. At this time, we will
write to you confirming our final position on your complaint
and explaining our reasons. We will also give you the
name and address of our Consumer Complaints Service. If
you are still not satisfied, you can contact them about
your complaint.
If we have to change any of the timescales above, we will
let you know and explain why. |
Late complaints
Although we welcome observations and suggestions
from our clients as to how we can improve our service, in
accordance with the guidance issued by the Consumer Complaints
Service of the Law Society, we will not deal with complaints
made later than six months from the end of the provision of
the legal service.
Consumer Complaints Service
If you remain unhappy after the review, then
please contact the Consumer Complaints Service. The Consumer
Complaints Service is part of the Law Society. The address
is:-
The Consumer Complaints Service
The Law Society
Victoria Court
8 Dormer Place
Leamington Spa
Warwickshire
CV32 5AE
DX 292320
LEAMINGTON SPA 4
Telephone: 01926 820082
Fax: 01926 431435
Web site: www.lawsociety.org.uk
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