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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, please contact us with the details.
What will happen next? Our aspirations are:-
- We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint. If it is not resolved very quickly, this will normally involve passing your complaint to the partner responsible for the division in which the work area of your matter falls.
- Within 21 days of acknowledging your complaint a more detailed written response will be sent to you. However, depending on the nature and extent of the complaint, we may instead or in addition invite you to a meeting to discuss and hopefully resolve your complaint.
- If a meeting takes place, we will write to you within five working days of the meeting to confirm what took place and any solutions agreed with you or proposals we put to you.
- If the complaint still remains unresolved having gone through the procedure referred to above, it will then be referred to the Chairman of the LLP, Maynard Burton, who will review your file and speak to the member of staff who acted for you and also to the relevant divisional partner. Maynard Burton will liaise with you and may invite you to a meeting and/or make suggestions for resolving the matter as soon as is reasonably possible but contact will be made with you within 21 days of the matter being referred to him.
- We may vary the procedures set out above if we reasonably deem it appropriate. Maynard Burton, for example, may become involved in the procedure earlier than set out above if the issues warrant it.
- After the above procedures have been followed, if you are still not satisfied, you must contact Maynard Burton again and we will arrange for another partner or someone unconnected with the matter to review the decision.
- 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.
- If this procedure does not lead to a satisfactory resolution of your complaint within 8 weeks of making it, you can contact the Legal Ombudsman and refer your complaint to him:
PO Box 6806
Tel: 0300 555 0333
Full details of the kind of complaints which the Ombudsman will accept, can be found on their website at http://www.legalombudsman.org.uk/.
Please note that you can usually only contact the Ombudsman within 12 months of receiving a final written response from us about your complaint. Complaints must be made within 6 years from the date of the act/omission or 3 years from when you should have known about the complaint. The Ombudsman will not accept complaints where the act/omission/date of awareness was before 6th October 2010. You should also note that the Ombudsman may not consider a complaint about a bill if you have applied to the court for it to be assessed.
If we have to change any of the time scales above, we will let you know and explain why.