COMPLAINTS HANDLING PROCEDURE
Forresters Complaints Policy
Weare committed to providing a high-quality legal service and client care to allour Clients. When something goes wrong, we need you to tell us about it. Thiswill help us to improve our standards.
Ifyou have a complaint, please provide us with written details. We have eight weeksto consider your complaint, however, it is the Firm’s Policy to consider acomplaint in the timescales detailed below.
Ifwe have not resolved your complaint within eight weeks you may complain to theLegal Ombudsman.
The Solicitors Regulation Authority can help if you are concerned about ourbehaviour. This could be things like dishonesty, taking or losing your money ortreating you unfairly because your age, disability or othercharacteristics. You can raise yourconcerns with the Solicitors Regulation Authority:
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 5 working days of us receiving the complaint, together with a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to Mr M Graham, Managing Director, who will review your file and speak to the employee(s) who acted for you.
- Within 14 days of sending you the acknowledgement letter, the Managing Director will send a detailed written reply to your complaint, including his suggestions for resolving the matter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for your complaint to be reviewed by Mr Fish, Director.
- Alternative arrangements will be made for your complaint to be reviewed should your complaint be against Mr Fish.
- 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 you are still not satisfied with our handling of your complaint you can contact the Legal Ombudsman, PO BOX 6806, Wolverhampton, WV1 9WJ to consider your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman (
www.legalombudsman.org.uk.) 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 of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org.
If we have to revise the timescales above, we will inform you of this and provide an explanation as to why.