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 Toby Netting, our Client Services Director.

You can contact him at our Marsden Chambers office, 2/4 Marsden Street, Chesterfield, S40 1JY. You may contact him in writing at that address, by e-mail at complaints@bannerjones.co.uk, by fax on 01246 231188 or by telephone on 0330 017 6303

*calls cost no more than a local 01 number and are included in your mobile minutes.

We have a procedure in place which details how we handle complaints which is available from the above. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman and for certain types of work the Financial Ombudsman Service.

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman or the Financial Ombudsman Service to consider it further. Normally, you will need to bring a complaint to either Ombudsman within six months of receiving a final written response from us about your complaint or in the case of the Legal Ombudsman within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

Please note that the Legal Ombudsman does not accept complaints from businesses (unless a micro enterprise), charities or clubs with an annual income of more than £1million, or trustees of a trust with an asset value of more than £1million.


The contact details for the Legal Ombudsman are:

PO Box 6806, Wolverhampton, WV1 9WJ

www.legalombudsman.org.uk

0300 555 0333

enquiries@legalombudsman.org.uk

The contact details for the Financial Ombudsman Service are:

South Quay Plaza, 183 Marsh Wall, London E14 9SR

www.financial-ombudsman.org.uk

0800 023 4 567


complaint.info@financial-ombudsman.org.uk