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 about any aspect of our service you have received or about a bill, 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 our Client Services Team.
Lisa Smith, Client Services Officer
Client Services Team
Banner Jones Solicitors
Fax: 01246 861232
Telephone: 01246 560560.
What Will Happen Next?
1. We will communicate with you by post or e-mail depending on how you contacted us or using the method of contact you requested. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure and asking you to confirm or explain any details.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Services Director, Jayne Henshaw, who will review your matter file and speak to the member of staff who acted for you.
3. The Client Services Director can meet with you to discuss and hopefully resolve your complaint. If you would like to do this, please let the Client Services Team know within 14 days of you receiving 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 she has agreed with you.
4. 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 her suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.
5. Should you request a review of our reply to your complaint, we will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied, you can ask the Legal Ombudsman to consider the complaint. Your complaint should normally meet
ALL three of the criteria below for the Legal Ombudsman to accept it:
• The problem or when you found out about it, happened after 5 October 2010; and
• You are referring your complaint to the Legal Ombudsman within either of the following: Six years of the problem happening or three years from when you found out about it; and
• You are referring your complaint to the Legal Ombudsman within six months of our final response.
Information about The Legal Ombudsman can be accessed on their website www.legalombudsman.org.uk.
In writing: The Legal Ombudsman
PO Box 6806
Telephone: 0300 555 0333