Appleby Shaw Complaints handling policy/procedure
Our complaints policy
We are committed to providing a high -quality service to our clients. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or any invoice that you have received.
Our complaints procedure
To explain to you how long this process might take included our target times for each stage of the process. Where, for any reason, it is no possible to observe any of these limits we will let you know and explain why.
What will happen next?
- On receipt of our complaint B. Sankhla will send you a letter acknowledging your complaint. We would look to acknowledge your complaint within 7 days of receiving it and will complete out initial examination within a further 14 days of receipt of your complaint.
- We may write to you to ask for further information or alternatively, we might write to you setting out our views on the situation and suggesting any redress that we would feel to be appropriate. We will aim to write to you informing you of our views and any suggestions within 7 days of completing our investigations.
- If, by this stage, you are still not satisfied, please let us know. It would be helpful to us if you could do so within the following 14 days but there is no obligation on you to do so. We will then arrange to review our decision. We would generally aim to do this within 7 days of hearing from you. We will usually do this by asking another Director in this firm to review the file that we have on your complaint and see if they agree with our response.
- We will let you know the result of the review within 7 days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.
- You may, if you wish, approach the Legal Ombudsman who provide a service examining complaints against lawyer, including solicitors’ frim. He/she will usually expect us to have concluded our examination of your complaint within eight weeks and will usually expect to have complaints referred to him within six months of the end of our complaints handling process as set out above. The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details see his website. The full details of how to contact this office are as follow:
Telephone: 0300 555 0333