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Complaints Procedure

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Gregorian Emerson Family Law Solicitors

COMPLAINTS PROCEDURE

1. Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to inform us so that we can improve our standards. It is our policy to do what we can to resolve any problems in-house to your satisfaction.

2. The procedure

2.1 Many concerns need not go any further if they can be resolved by the persons directly concerned before there is a formal complaint. If you have any concerns or queries you should initially raise them with the fee earner primarily concerned or the partner in charge of the matter.

2.2 If you feel that a more formal approach is required, however, we will investigate your complaint in line with our formal Complaints Procedure of which all members of staff are aware. If we have to change any of the timescales mentioned below, we will let you know and explain the reasons why. The procedure is outlined below.

2.2.1 You should initially contact the fee earner primarily concerned with your complaint.

2.2.2 Your complaint will be recorded in our central register and a separate file will be opened for your complaint.

2.2.3 That person will send you a letter of acknowledgment within two days of receiving your complaint which will ask you to confirm or explain the details set out. After receiving your reply, which will also be acknowledged, your complaint will be investigated. You will be given precise details of the anticipated timescale for the investigation in the letter of acknowledgment, but you will usually hear from us within 28 days of our acknowledgment.

2.2.4 The investigation will normally involve your complaint being dealt with by Richard Gregorian.

2.2.5 At the conclusion of the investigation, Richard Gregorian will either:

  • invite you to meet him and, hopefully, resolve the complaint. Within three days of the meeting he will write to you confirming what took place and any solutions he has agreed with you; or
  • where a meeting is not possible or desired by you, send you a detailed reply to your complaint. This will include his suggestions for resolving the matter.

2.2.6 You should notify us, preferably in writing, if you have any continuing concerns, indicating why you feel that the initial response does not resolve the matter.

2.2.7 We will acknowledge your letter and arrange to review the decision. Following this review and, within 21 days of your letter, we will write to you confirming our final position on the complaint and explaining our reasons.

3. What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

Within six months of receiving a final response to your complaint

and

No more than six years from the date of act/omission; or

No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Gregorian Emerson Family Law Solicitors

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