COMPLAINTS

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem and improve our methods of working.

 

If you have a complaint, please contact Alice Stephenson in writing, who has the responsibility for investigating and dealing with complaints.

You can contact her by:

post:                      5th Floor, Trinity Quay, Avon Street, Bristol, BS2 0PT
email:                    alice.stephenson@stephensonlaw.co.uk

 

  1. We will send you a letter acknowledging your complaint within 3 working days of receipt. At this stage we may ask you to confirm or explain any details.
  2. Your complaint will be recorded internally.
  3. Alice Stephenson will review your complaint and will aim to write to you with our findings and how to resolve the issue within 20 days of our acknowledgment of your complaint.
  4. Where it is not possible to meet this deadline because, for example, further enquiries need to be made, we will write to you to explain the stage the investigation has reached and how soon we expect to be able to provide a full reply. As set out by the Legal Ombudsman, we will ensure that there is a full conclusion of any complaint, within 8 weeks of our acknowledgement.

If we are unable to resolve the complaint ourselves, the Legal Ombudsman can help you. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

If you have, then you must take your complaint to the Legal Ombudsman:

a)    within six months of receiving a final response from your complaint; and

b)    no more than six years from the date of act/omission; or

c)    no more than three years from when you should reasonably have known there was a cause for complaint.

 

If you would like more information about the Legal Ombudsman, please contact them by:

post:       Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
email:     enquiries@legalombudsman.org.uk
phone:   0300 555 0333
online:    www.legalombudsman.org.uk

 

The Solicitors Regulation Authority (SRA) can also help you if you are concerned about our behaviour. If you would like more information, please follow the link to the SRA’s report form.

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