Complaints Policy

Our Complaints Policy

We are committed to providing a high-quality service to our clients. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint.

Our complaints procedure

Our complaints partner is Ed Cooke. You can contact him by post at this office, or by e-mail at [email protected]. It is helpful if you put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, he can be contacted by phone at 0207 390 0281.

If you have special needs which we should take into account due to language or disability, please let us know.

To explain to you how long our process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

  • Acknowledge the complaint in writing and send a copy of the complaints procedure within two working days
  • Invite you to a meeting or to discuss the issues by telephone within two working days
  • Confirm the outcome of the meeting or telephone conversation in writing within three working days of the meeting/telephone conversation
  • Investigate the issues within 14 days of receiving the complaint
  • If a meeting/telephone discussion is not possible or required: Within 21 days
  • Investigate the issues and write to you with the outcome.
  • Review and close the complaint within 8 weeks of receiving the complaint

Legal Ombudsman

If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.

The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email [email protected]