COMPLAINTS PROCEDURE
Our Complaints Policy.
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve and maintain high standards.
Our Complaints Procedure.
1. If you have a complaint, You should contact us in writing (by letter or email) setting out your concerns.
2. To help us to understand your complaint and in order that we do not miss anything, please tell us, your full name and contact details, what you think we have got wrong, how you would like your complaint to be resolved and your file reference number (if you have it).
3. In the first instance you should contact the person responsible for your matter. If this does not resolve the matter, you should refer your complaint to our Client Care Manager.
How will you deal with my complaint.?
4. Once we have received your written complaint, we will write to you, acknowledging your complaint, enclosing a copy of this policy.
5. A Designated Manager will be assigned to your file and will review your complaint.
6. We will investigate your complaint. This will usually involve reviewing your complaint and reviewing your file(s) and other relevant documents.
7. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time, or we invite you to a meeting to discuss your complaint.
8. We will update you on the progress of your complaint at appropriate times.
9. We will write to you at the end of our investigation to tell you what we have done, if your complaint has been upheld, and what we propose to do to resolve your complaint.
10. Where possible we will aim to do this within 28 days of the date of our letter of acknowledgement.
What if I am not satisfied with the outcome.?
11. If the Designated Manager has not resolved your complaint to your satisfaction, you may request in writing that the matter is referred to a Senior Partner.
12. The Senior Partner will then undertake a full review of not only your complaint but also the actions of the Designated Manager who initially considered your complaint.
13. We will update you on the progress of your complaint at appropriate times.
14. The Senior Partner will write to you at the end of the review to tell you what has been done and what we propose to do to resolve your complaint. Where possible we will aim to do this within 28 days of the date of written request for review.
15. If we are unable to resolve your complaint and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU ‘ODR platform’.
16. The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts.
17. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.
18. The website address for the ODR platform is: http://ec.europa.eu/odr
19. We will not charge you for handling your complaint.
Please note that if we have issued an invoice for work done and all or some of the invoice remains unpaid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.
Any outstanding invoices are still required to be settled in full, where even if a complaint is made the following applies;
We understand that if you are unhappy with the service you have received, you may not want to pay all or part of any invoice you receive for our services. However, it is important to understand that we reserve the right to commence court action against you to recover our fees, and any investigation into your complaint by us does not prevent this.