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COLLINS DRYLAND &
THOROWGOOD LLP’S Complaints Handling Policy
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 tell us
about it.
This will help us to
improve our standards.
If you have a complaint,
please contact us with the details.
What will happen next?
1. We will send you
a letter acknowledging receipt of your complaint within three days of
receiving it, enclosing a copy of this procedure.
2. We will then
investigate your complaint. This will normally involve passing your
complaint to our client care partner, William Fursman, who will review
your matter file and speak to the member of staff who acted for you.
3. William Fursman
will then invite you to a meeting to discuss and hopefully resolve your
complaint. He will do this within 14 days of sending you the
acknowledgement letter.
4. Within three
days of the meeting, William Fursman 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, William Fursman will send you a
detailed written reply to your complaint, including his 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 and we will
arrange for (another partner) Gordon Tanner to review the review the
decision.
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 contact:
Legal Ombudsman
PO Box 15870
Birmingham
B30 9EB
about your complaint. Any
complaint to the Legal Ombudsman must usually be made within six months
of the date of our final written response on your complaint but for
further information, you should contact the Legal Ombudsman on 0300 555
0333 or at enquiries@legalombudsman.org.uk.
If we have to change any of
the timescales above, we will let you know and explain why.
Collins
Dryland & Thorowgood LLP
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