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A complaint is defined as written or verbal criticism of an individual within the Company, or with a system procedure operated by the Company, or a written or verbal expression of dissatisfaction with either an individual within the Company or with a system or procedure operated by the Company.
The removal of instructions from the Company will also be investigated as a potential complaint if there are matters of professional competence raised.
The written arrangements are:-
As indicated in our client care letter Lee Goodchild has overall responsibility for making sure that complaints are resolved.
Complaints are reported to the “Complaints partner”, Lee Goodchild. The complaint will be formally recorded and retained in the Central register.
If Lee Goodchild is absent from the office for a period of holiday or sickness leave any incoming complaints are forwarded to Daniel Burke, and actioned.
2. Investigation and Action
Any complaint received is recorded within five working days of receipt or as soon as reasonably practical. Even if it is necessary to delay a substantive response to the compliant whilst further information is gathered, the complainant will at the very least receive an acknowledgement from the Practice identifying the action being taken. A full and substantive written response to the complaint will be received within 8 weeks. In the event of this time period being extended, the new target date along with an explanation as to the delay will be given.
If you are not satisfied with the handling of your complaint, you can ask the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333, website www.legalombudsman.org.uk) to consider the complaint. The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before The Legal Ombudsman intervenes. Normally, you will need to bring a complaint to the Legal Ombudsman no later than 12 months after you discovered the problem and within 6 months of receiving a final written response from us about your complaint.
You also have a right to complain about or challenge your bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.
After everything, I can’t believe I was eventually found not guilty. TaylorGoodchild believed there had been an injustice when no one else had. – Advice on Crown Court appeal.
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