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 service to you and sort out an misunderstandings.
Our Complaints Procedure
If you have a complaint, you should initially raise any concerns with the Principal of the firm, Helen Pidgeon. Your concerns can initially be raised by phone, email, letter or face to face.
What Will Happen Next?
1. After receipt of your formal written complaint, we will send you a letter acknowledging your formal complaint within 7 days of receipt.We may ask you to confirm or explain further details.
2. We will open a file to deal solely with your complaint and record it in our central register.
3. We will endeavour to deal with your complaint within 21 days and will keep you informed if we envisage the investigations to take longer than 21 days.
4. After investigation of your complaint, you will be invited to attend a meeting with Helen Pidgeon in which she will discuss her investigations.If you do not wish to attend a meeting then a written report can be provided to you and discussions can take place by telephone.
5. Within 7 days of that meeting or telephone call Helen Pidgeon will write to you to confirm what took place and any solutions she may have agreed with you.
6. If we have to change any of the above timescales we will let you know and explain why.
7. At this stage if you are still not satisfied with the handling of your complaint, you can ask the Legal Ombudsman to consider the complaint.The Legal Ombudsman’s contact details are: The Legal Ombudsman, Victoria Court, PO Box 15870, Birmingham B30 9EB www.legalombudsman.org.uk/
8. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final response to your complaint, but for further information you should contact the Legal Ombudsman.