Complaints Procedure

  

Complaints handling procedure


Our complaints handling policy

Eldons Berkeley Solicitors is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.


A complaint to Eldons Berkeley Solicitors, is an expression of dissatisfaction with something related to Eldons Berkeley Solicitors, be it the provision of a service or the means that have been used to provide that service.


We will inform our clients at the outset of a matter, by way of a client care letter, that in the event of a problem they are entitled to make a complaint, to whom the client can complain, and how to request a copy of our complaints procedure.


We record and report centrally all complaints received from clients.


We will endeavour to identify the cause of any problems you may have, offering any appropriate redress, and correcting any satisfactory procedures.


We will review these procedures on an annual basis, to verify that they are in effective operation across the practice.


Our complaints handling procedure


If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Peter Muswell can be contacted on pete@eldons.co.uk


What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five days of your raising your concerns, enclosing a copy of this procedure. Please contact Peter Muswell at pete@eldons.co.uk if you would like to receive this document in a different format.


2. We will then investigate your complaint. This will normally involve passing your complaint to a client care partner, Peter Muswell, who will review your matter file and speak to the member of staff who acted for you.


3. Peter Muswell will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.


4. Within three days of the meeting, Peter will write to you to confirm what took place and any solutions he has agreed with you.


5. If you do not want a meeting or it is not possible, Peter will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.


6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.


7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.


8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 15870, Birmingham 

830 9EB or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its website at www.legalombudsman.org.uk.


If we have to change any of the timescales above, we will let you know and explain why.