Our Complaints Procedure
If you have a complaint please contact the person specified in the client care letter issued to you at the commencement of your matter. Alternatively, you may in any case address your complaint to Peter Beddoes who is the designated Complaints Officer of the firm. Your complaint should be addressed to the relevant person at:-
Olympus Avenue, Leamington Spa, Warwickshire CV34 6BF.
If you address your complaint to Peter Beddoes he may, if it is appropriate, refer the complaint to the relevant Head of Department or person specified in the client care letter.
What will happen next?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 2 working days of us receiving your complaint.
2. We will record your complaint in our central register and open a file for your complaint. We will do this within a day of receiving your complaint.
3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within 3 working days of your reply.
4. We will then start to investigate your complaint. This may involve one or more of the following steps.
5. We will invite you to meet the person dealing with your complaint to discuss and hopefully resolve your complaint. We will do this within 3 working days of receiving all the details we need from the member of staff who acted for you.
6. Within 2 working days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.
7. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 5 working days of us completing our investigation.
8. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways.
The person dealing with the complaint will review his own decision within 5 working days.
We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within 10 working days.
Peter Beddoes our Complaints Officer will review your complaint within 10 working days provided he has not been involved in the original complaint procedure.
We will invite you to agree to independent mediation. We will let you know how long this process will take.
9. We will let you know the result of the review within 5 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
At the conclusion of the complaints procedure we will notify you of your right to refer the matter to:
The Legal Ombudsman
P.O. Box 15870
Birmingham
B30 9EB
Tel: 0300 555 0333
E-mail: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
The Legal Ombudsman will only consider matters relating to members of the public, very small businesses, charities, clubs and trust. Subject to this and if you are not satisfied with the outcome of your complaint you can contact them about your complaint but you must do this within six months from the end of this firm’s complaints procedure.
If we have to change any of the time-scales above we will let you know and explain why.
If you are unclear about any aspect of the Complaints Procedure or at any stage during the procedure have a query, you are invited to contact Peter Beddoes, the Complaints Officer. If he is unavailable for any reason the matter will be referred to Nick Abell, Senior Partner of the firm.
Wright Hassall LLP
Leamington Spa
Warwickshire
CV34 6BF
Tel. No. (01926) 886688
Fax No. (01926) 885588
Email: email@wrighthassall.co.uk
Website: www.wrighthassall.co.uk
