COMPLAINTS HANDLING PROCEDURE

OUR COMPLAINTS POLICY

We are committed to providing a high-quality legal service to all our clients.  We acknowledge that we may not always get it right so when something goes wrong we need you to tell us about it.  This will help us improve our standards.

OUR COMPLAINTS PROCEDURE

If you have any concerns regarding our service you should initially raise this with the person responsible for the day to day handling of your work.  If you do not wish to discuss the issues with the person involved, please speak to the Partner who has ultimate responsibility for your work.

If the matter cannot be resolved informally, please contact Mr Jonathan Wilkey, our Client Care Partner.  You can contact him at:

Gwyn James

Solicitors

11 High Street

Coleford

Gloucestershire

GL16 8HE

Tel:      01594 833042

Fax:    01594 836104

Email: jon.wilkey@gwynjames.co.uk

To help us to understand your complaint and in order that we do not miss anything, please tell us:-

WHAT WILL HAPPEN NEXT?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. The letter will confirm who is dealing with your complaint, our understanding of what your complaint is and the timescale for dealing with it.
  3. We will record your complaint in our central register and open a separate file for your complaint.  We will do this within three days of receiving your complaint.
  4. We will then investigate your complaint which will usually involve reviewing your file and other relevant documents and speaking to the member of staff who acted for you.  If we require any additional information from you, we will let you know as soon as we can.
  5. We may also, if appropriate, invite you to a meeting to discuss your complaint.  You do not have to attend if you do not wish to or if you are unable to.  We will be happy to discuss the matter with you on the telephone.
  6. We will write to you at the end of our investigation to tell you what we have done and, where appropriate, what suggestions we have to resolve the matter.  Where possible we will aim to do this within 21 days of sending you the acknowledgement letter.
  7. At this stage, if you are still not satisfied you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.  If we have not heard from you within one month, we will not take any further action and will close our file.
  8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  9. If you are not satisfied with our handling of your complaint you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or at enquiries@legalombudsman.org.uk, or on 0300 555 0333 to consider the complaint.  Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring or if outside this period, within three years of when you should reasonably have been aware of it.
  10. If we have to change any of the timescales above, we will let you know and explain why.
  11. We will not charge you for handling the complaint and the Legal Ombudsman Service is free of charge.