COMPLAINTS HANDLING PROCEDURE

We are committed to providing a high quality legal service to all our clients. If at any time you become unhappy or concerned about the service provided then you should inform us immediately so that we can use our best endeavours to resolve the problem.

In the first instance it would be helpful to contact Ian Selby to discuss your concerns and we will do our best to put matters right as soon as we can. If you wish to make a more formal complaint we do have a Complaints Handling Procedure which can be viewed separately below. Making a complaint formal or otherwise will in no way affect how we handle your case.

If we are unable to resolve your complaint ourselves you have the right to refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act who can investigate complaints about the legal service you have received from us. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising that there was a concern. You must also refer your concern to the Legal Ombudsman within six months of our final response to you.

The Legal Ombudsman’s contact details are:

Telephone: 0300 555 0333

Minicom: 0300 555 1777

Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Complaints which affect our professional behaviour as opposed to the quality of legal service we provide should be raised with the Solicitors Regulation Authority

My Complaints Policy

I am committed to providing a high quality legal service to all my clients. When something goes wrong I need you to tell me about it this will help me to maintain and improve my standards as well as seeking to resolve your problems.

My Complaints Procedure

If you have a complaint please contact me with the details. An initial meeting would be preferable.

What will happen next

1. I will record your complaint in my central register and open a file for your complaint. I will do this within five days of receiving your complaint.

2. I will send you a letter or email acknowledging your complaint and asking you to confirm or explain the details. You can expect to receive my letter or email within five days of me receiving your complaint.

3. I will then acknowledge your reply and confirm what will happen next. You can expect to hear from me within five days of receiving your reply.

4. I will then investigate your complaint and conduct a thorough review of your file. Unless I experience any unexpected problems in conducting the investigation and review (in which case I will let you know) you can expect to hear from me within fifteen days with my conclusions.

5. At that stage if you wish we can arrange a meeting to discuss those conclusions and hopefully resolve your complaint. Within five days of any such meeting I will send you a letter or email confirming what was discussed and any solutions I have agreed with you.

6. If you do not want a meeting or if a meeting did not resolve your complaint I will then review my conclusions. Unless I experience any unexpected problems in conducting my conclusions review (in which case I will let you know) you can expect to hear from me within fifteen days confirming my final position on your complaint and explaining my reasons.

7. If at that stage you are still not satisfied I will send you a letter or email stating that you have the right to refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act who can investigate complaints about the legal service you have received from us. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising that there was a concern. You must also refer your concern to the Legal Ombudsman within six months of our final response to you.

8. The Legal Ombudsman’s contact details are:

Telephone: 0300 555 0333

Minicom: 0300 555 1777

Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ