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  >  Complaints

We strive for excellence and providing a clear and accurate legal service. Client satisfaction is our priority and we want the service you receive to reflect these principles. That is why we welcome hearing feedback from you if you believe that our service has fallen short of these objectives.

What happens next?

We hope you will not have any reason to complain, but in case you do, you should follow the procedure below.

First stage

  • In the first instance, please raise your concerns directly with the person dealing with your case by email, post or over the phone.
  • If they cannot resolve your concerns to your satisfaction, your complaint will reach the second stage.

 

Second stage

  • You may progress your complaint to our Complaints handler Jade Goodey.
  • We will acknowledge receipt of your complaint within 14 days of the complaint being received.
  • We will tell you how long it will take us to investigate your complaint. 
  • We will review your file and if necessary talk to the person dealing with your case.
  • We will send you the result of our investigation by email or post. We may also offer to meet with you to discuss your complaint and resolve it. You will receive a reasons from us no later than 8 weeks following your complaint being received.
  • If we agree with you and we find the service you have received was not satisfactory, we will work with you to try to find a way to resolve your complaint.
  • If we find that your complaint does not support a finding of poor service we will let you know the reasons. if you are unhappy with our decision: we will tell you whether we agree to using Alternative Dispute Resolution, or whether your complaint can proceed to Stage 3.

 

 

Third Stage

 

You may contact the Ombudsman by post to Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ, by telephone on 0300 555 0333 ( 44 121 245 3050 if calling from overseas or minicom on 0300 555 1777) and by e-mail at [email protected]. 

 

Do not send original documents to the Ombudsman as they will scan any documents to make computer copies and then destroy the originals. 

 

If you wish to complain to the Ombudsman, you should do so within 6-months of receiving Goodey Aziz’s final response to your complaint and no later than one-year from when the problem you are complaining about happened, or one-year from when you found out about the problem. The Ombudsman’s web-site at www.legalombudsman.org,uk has information about how a client can complain to their lawyer and the Ombudsman.