Client Care and Complaints Procedure
We wish
to provide you with a professional and efficient service. We like to keep our
clients informed throughout the transaction. Wherever possible we shall contact
you by email and text messaging at key stages and upon developments. We believe
this provides fast and environmentally friendly communication. Please check
your emails regularly. Where you do not have an email facility we shall use
other forms of communication.
We will
try to avoid the use of legal jargon where possible. If there is anything in
our communications to you which requires any further explanation or clarification
please do not hesitate to let us know.
We hope that you will be delighted with our service.
However should there be any aspect with which you are unhappy please notify us
immediately contacting Ian Saul or Helen Saul. We will always try
to resolve any issues as quickly as possible. If Ian Saul is acting on your behalf he will try to resolve your complaint but if he is unable to do so it will be referred to Helen Saul. If Helen Saul is acting on your behalf she will try to resolve your complaint but is she is unable to do so it will be referred to Ian Saul. We will investigate your concerns objectively and try to provide a speedy and positive solution within 10 working days or if the matter is complex and it takes longer to deal with your complaint we will notify you within 10 working days and provide an approximate timescale for a response and if considered helpful to arrange a meeting with you.
If at the end of
our complaints process you are not satisfied you have a right to complaint to
the Legal Ombudsman.
The Legal Ombudsman can be contacted by telephone on 0300
555 0333 or through their website at https://www.legalombudsman.org.uk or by post to
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
or by email to -
enquiries@legalombudsman.org.uk
There are time limits set on when you can make a complaint
to the Legal Ombudsman- the Legal Ombudsman should be contacted within six
months of you receiving a final response
from us to your complaint and in any event within 12 months of the date
from when the problem occurred or from when you should reasonably have become
aware of the problem.
As a firm we are regulated by the Solicitors Regulation
Authority and our reference number is 509654.