ClearThinking

Complaints Policy

  1. It is our aim to ensure that clients will not have any cause for complaint either as to our advice or as to the quality of our service. If, however, we should fall short of your expectations in any way, please raise your concerns immediately with the person who has conduct of the matter (the 'file manager') either verbally or in writing.
  2. If the file manager should fail to resolve your complaint, please contact the partner with overall responsibility for the matter (the 'supervising partner') or, if the file manager is a partner, please approach any other partner, either verbally or in writing.
  3. The supervising partner will investigate your complaint and will provide you with a written explanation of the investigation and the firm's response to your complaint.
  4. If the supervising partner should fail to resolve your complaint to your satisfaction, you may refer the matter to the senior partner in writing. He will review the supervising partner's investigation and explanation and will provide you with a further written response.
  5. We will normally aim to complete each stage of the above procedure within 14 days. If this is not practical (eg because of staff absences) we will in any event acknowledge receipt of your complaint within 14 days and will give an indication of the time scale for a further response.
  6. If you should remain dissatisfied after exhausting our internal procedure, you may refer your complaint to the Legal Complaints Service, Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE, DX 292320 Leamington Spa 4, Telephone No 01926 820082, Fax No 01926 431435 www.legalcomplaints.org.uk.