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Complaints Procedure

TOWNS NEEDHAM SOLICITORS LTD

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. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

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 supervisor, Mr Andrew Middleton, who will review your matter file and speak to the member of staff who acted for you.  If the complaint involves Mr Middleton and it would be inappropriate for him to deal with the matter, it will be passed to an alternative senior member of staff who will follow the procedure set out below in place of Mr Middleton.

3. Mr Middleton will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 21 days of sending you the acknowledgement letter. 

4. Within three days of the meeting, Mr Middleton 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, Mr Middleton 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 someone unconnected with the matter at the firm to review the decision. 

7. We will write to you within 21 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 following about your complaint:- 

Legal Ombudsman, 
PO Box 6806, 
Wolverhampton
WV1 9W

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

The Solicitors Regulation Authority can help you if you are concerned about the behaviour of a solicitor or firm of solicitors. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

 

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