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.
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We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
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We will then investigate your complaint. This will normally involve passing your complaint to our Head of Service, Sharon Housden, who will review your matter file and speak to the member of staff who acted for you.
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Sharon Housden will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
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Within three days of the meeting, Sharon will write to you to confirm what took place and any solutions she has agreed with you.
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If you do not want a meeting or it is not possible, Sharon will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
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At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Sherwins Director, Claire Sandbrook to review Sharon 's decision.
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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.
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If you are still not satisfied, you can contact:
Legal Ombudsman,
PO Box 15870
Birmingham
B30 9EB
about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. |
If we have to change any of the timescales above, we will let you know and explain why.