We value your business and do not wish you to have any reason to be unhappy with our service.
We are confident of providing a high-quality service. It is therefore important that you raise any concerns you may have with us immediately so that we can address them as soon as possible. If you are dissatisfied with our service or would like advice reviewed, or if you wish to discuss or challenge a bill received, please write in the first instance to the member of staff who is dealing with your matter. If that is not appropriate, or if you are still dissatisfied, please contact Michael Morgan, director, who deals with complaints by writing to him at 63 St. Petersgate, Stockport SK1 1DH. Please set out as clearly as you can the nature of your complaint or concern and how it has arisen. If your complaint relates to Mr Morgan then, if you require, he can refer it to someone in the firm who has not been involved in your case to review it.
We will send you a written or electronic acknowledgement of your complaint within five business days of receipt, identifying the person who will be handling your complaint. If we need further information, we will ask you to confirm or explain any details which are unclear.
Within 10 working days of receiving your complaint (or the further details requested), we will write to you with our view of your complaint, and how to resolve it.
If you are still not satisfied, you can write to us again. We will review our decision. This will happen in one of the following ways:
- The person who wrote to you will review their 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.
We will then write to you confirming our final position on your complaint and explain our reasons, within 3 working days of the end of the review and provide you with the contact details of the Legal Ombudsman. This communication will happen no more than eight weeks from receipt of your complaint. If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. Normally you will have 6 months to do so from the date of our final decision or within 6 years of the act or omission about which you are complaining occurring (or if outside of this period, within 3 years of when you should reasonably have been aware of it). If you would like more information about the Legal Ombudsman their contact details are as follows: Legal Ombudsman, PO Box 6804, Wolverhampton WV1 9WG. Telephone: 0300 555 0333 Website: www.legalombudsman.org.uk
If we need to change any of the timescales above, we will inform you writing and explain the reasons why.