Complaints Procedure

Our aim is to provide the highest standards of client care at all times. The majority of our clients never have a cause for complaint and are very pleased with the service we provide.  However we are not complacent and would always wish to know if you are unhappy with any aspect of our services.

If You Have a Complaint

If you are unhappy about any aspect of the service you have received or about our charges, the first step is to speak to the person who has been dealing with your matter.  Most issues can be resolved quickly and amicably at this stage.

If the issue cannot be resolved to your liking or you wish to deal with someone else, please contact Paul Johnson on 01684 299633 or by e-mail on paulj@tbsolicitors.co.uk or by post to our office address 27 Church Street, Tewkesbury, Gloucestershire, GL20 5RH.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within 2 working days of receiving it, enclosing a copy of this procedure.

We will investigate your complaint.  Paul Johnson will review your file which might include speaking to any other members of staff who have been involved in your matter.

The investigation might also involve inviting you to a meeting to discuss your complaint.  We will do this within 14 days of sending you the acknowledgement letter. Within three days of any meeting, we will write to you to confirm what took place and any solutions that were agreed with you.

If you do not want a meeting or where we feel that a written response would be most helpful to you, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

Appealing the Decision

If you are not satisfied with the outcome of our investigation you may contact us again and we will arrange for a Partner 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.

Timescales

If it is not possible to deal with your complaint in this timeframe we will inform you of the delay and the reasons. However we will do our best to resolve the matter as soon as practicable.

Charges

Please be assured there are no charges for the conduct of a complaints investigation.

Other Options

Under our professional regulations we have eight weeks to consider your complaint. If we have not resolved it within this time you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman is an independent ombudsman scheme that resolves complaints about lawyers. It can be contacted at P.O Box 6806, Wolverhampton, WV1 9WJ or telephone 0300 555 0333 or via enquiries@legalombudsman.org.uk

The Legal Ombudsman accepts complaints from individuals and small businesses, charities or associations. 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. It will not normally consider complaints that are more than six years old, or where it is three years since the complainant ought to have been aware of the problem. However, this limit is being introduced gradually, and the matter being complained about must have happened on or after 6 October 2010. If the problem happened earlier than this date, you must not have been aware of it before 6 October 2010.

You may have the right to complain about or challenge a bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974 but please note that the Legal Ombudsman may not consider a complaint about the bill if you have applied to the court for assessment of the bill.

Conclusion

This may all sound daunting so if you have any questions about our complaints procedure please do not hesitate to contact us.   Please rest assured we take your concerns seriously and we will seek to resolve any problems as quickly and openly as we can.

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