In the event of a complaint, our aim is:
- To deal with the complaint seriously
- Provide a prompt response and resolution of the issue
- Update any complainant throughout as to progress
- Ensure that we learn from any mistakes made
Our Client Care Partner is Nigel Beckwith.
If you are dissatisfied with our service, we would ask you firstly to bring the issue to the attention of the person who has conduct of your case, or their supervisor. You will have been informed who the supervisor is in our retainer letter at the outset of your instructions.
If your dissatisfaction cannot be resolved at that stage, you will be invited to put your complaint to us in writing. You should write to Emma Moore, Gosschalks, Queens Gardens, Hull HU1 3DZ. Your complaint will be logged and passed for action to our Client Care Partner.
If you wish to complain about the Client Care Partner, then please write or ask to speak to our Senior Partner, Simon Lunt, who will undertake the role of the Client Care Partner in respect of your particular complaint.
Once you have formally confirmed your complaint to us in writing, the following process will begin:
i) Your written complaint will be acknowledged in writing within seven working days of receipt. If there are any further details needed to investigate your complaint, you will be requested to provide them, and you may be asked to confirm or explain any points which remain unclear.
ii) Your complaint will be recorded in a central register and a separate file for your complaint will be opened. The Client Care Partner will review your complaint, and decide how it will be best investigated. He may decide to delegate any of points iii) to vi) below to another partner within the firm if it appears to him that to do so would provide an effective means of resolving your complaint. If he decides upon this course of action, he will notify you who will be investigating your complaint, and why.
iii) The Client Care Partner will request the person complained of to provide a detailed response to your complaint within 10 working days of receiving your formal complaint.
iv) Within five working days thereafter, the Client Care Partner will review the file and the person complained of’s response and may, if necessary, also discuss the matter with the person complained of.
v) The Client Care Partner will then, within a further five working days, either:
- provide you with a written response to your complaint and his suggestions for resolving the matter,
- if it appears to him to be appropriate to discuss his findings with you personally, write to you to invite you to a meeting to take place within the next ten working days. If such a meeting takes place, we will agree (at the meeting) the timescale with you for any further management of your complaint.
If a meeting is not possible or you do not wish to participate in such a meeting, the Client Care Partner will in any event write to you with a detailed response to your complaint within five working days of completing his investigations.
vi) If, at this stage, you remain unsatisfied in respect of your complaint, you will
a) be reminded of the role of the Legal Ombudsman (LeO) and invited to refer your complaint to him for investigation, and
b) be advised of the existence of Alternative Dispute Resolution (ADR) mechanisms, as we are required to do under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. However, please note that we do not agree to the use of such mechanisms, choosing instead to rely upon the services provided by the Legal Ombudsman.
vii) Once closed, we will retain the file relating to your complaint for 24 months after the date of last correspondence on the file. Thereafter, the file will be sent for confidential destruction.
If any of the timescales described above cannot be met, we will notify you and explain the reason for any delay.
We are committed to trying to resolve any dispute in an amicable and sensible way, and believe that this can be best achieved through a properly conducted dialogue along the lines described above. However, at any time during this process, or if you continue to remain dissatisfied with our handling of your complaint, you may prefer to refer your complaint to the Legal Ombudsman (LeO).
The Legal Ombudsman can be contacted by post at PO Box 6806, Wolverhampton, WV1 9WJ, by phone on 0300 555 0333 or by email to firstname.lastname@example.org. The Legal Ombudsman's website is at www.legalombudsman.org.uk.
You should complain to the Legal Ombudsman within six months of the end of our complaints process. In addition, you should be aware that the Legal Ombudsman will not accept a complaint if:
- more than six years have elapsed from the date of alleged act/omission giving rise to the complaint, or
- more than three years have elapsed from when you should have known about the complaint, or
- the date of alleged act/omission giving rise to the complaint was before 6 October 2010