Complaints Procedure

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.

 

  1. We will then investigate your complaint.

 

  1. Karl Addison 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.

 

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

 

  1. If you do not want a meeting or it is not possible, Karl Addison 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. 

 

  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for to review our decision.

 

  1. 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.

 

  1. In the unlikely event that we are unable to come to a satisfactory resolution then the complaints process operated by Staffordshire County Council may be used:-
       Trading Standards Department
       Staffordshire County Council
       Public Protection
       2 Staffordshire Place
       Tipping Street
       Stafford
       Staffordshire
       ST16 2DH

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