Complaints Procedure
Our Complaints Policy
We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If something goes wrong you need to tell us about it. This will help us to improve our standards. We will always try to resolve the problem quickly and to your satisfaction.If you have a complaint please follow the procedure set out below. We have eight weeks to consider your complaint. If we have not resolved it within this length of time you may complain to the Legal Ombudsman.
Our Complaints Procedure
We suggest you first contact the person who is representing you to see whether he/she can resolve the problem.
If you have tried to do this, and are not satisfied with the response, or you do not wish to contact the person dealing with your case, please contact Mr William Fletcher, our Client Services Director. You can contact him at our Clay Cross office 95 High Street Clay Cross Chesterfield Derbyshire S45 9DZ. You may contact him in writing at that address, by e-mail wjf@bannerjones.co.uk, by fax on (01246) 861232, or by telephone on (01246) 861250.
What Will Happen Next
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Client Services Director who will review your matter file and speak to the member of staff who acted for you.
- The Client Services Director will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, the Client Services Director will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or it is not possible, the Client Services Director will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- 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.
- If you are still not satisfied, you can then contact the
PO Box 6806
Wolverhampton
WV1 9WJ
about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk.) within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
