Complaint Procedure

If in the unlikely event you have a complaint and you are unhappy with the outcome from our in house solutions you can complain through the website link of the Law Society as set out below.

Before contacting the Law Society you should make every attempt to resolve your issues with the firm either with Mr Holden or with the Practice Manager.

Holden and Co Complaints Handling Procedure

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.

Our complaints procedure

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 us receiving the complaint, 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, or our Practice Manager Ian White, who will review your matter file and speak to the member of staff who acted for you.

3.   Ian White 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 acknowledgment letter.

4.   Within [three] working days of the meeting,  Ian White 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, Ian White 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 person unconnected with the matter at the firm to review the decision or offer mediation.

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 Complaints Service of Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE about your complaint.  Any complaint to the LCS must usually be made within 6 months of the date of our final decision on your complaint but for further information, you should contact the LCS (Helpline number: 0845 608 6565) or refer to their website at www.legalcomplaints.org.uk

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

 

 

http://www.legalcomplaints.org.uk/home.page

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