Tel: 020 7828 8253
Fax: 020 7828 8237
24h: 07831 406242
Email: [email protected]
Recognised leading law practitioners
We are committed to high quality legal advice and client care and we are keen to resolve this matter as soon as possible and in order to do this, will follow our complaints handling procedure.
Our complaints procedure is as follows:
Step One: If you have not already done so, please let me know the full nature of the problem. You can do this by emailing [email protected] or writing to me at Hallinan Blackburn Gittings & Nott LLP at 1st Floor, Alexandra House, 55A Catherine Place, London, SW1E 6DY.
Step Two: I will write to you acknowledging your complaint within three working days. In this letter, I shall confirm what happens next.
Step Three: I shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, then I will write to you notifying you of this together with the reason why and giving a revised timescale. Once the investigation has been completed, I shall invite you to a meeting to discuss the issue(s) you have raised and hopefully resolve the complaint. This meeting will take place within fourteen days of sending you the acknowledgement letter. Following the meeting, I shall write to you within five working days of the meeting to confirm our discussion and the solution agreed upon.
Step Four: If you so not want to or are unable to attend such a meeting, I am happy to send you a detailed, written response, including my proposed solution, within fourteen working days of sending you the letter acknowledging receipt of your complaint.
Step Five: If you are satisfied with my response in either step three or four above that will be the end of the matter. However, if you are not satisfied, you should contact me again and I will arrange for another senior member of staff to review my decision. He/She will write to you within fourteen days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any redress that is offered.
Step 6: We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe then you may ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.
Please be aware that any complaint to the legal Services Ombudsman must usually be made within six months of your having received a final written response from us about your complaint.
Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or written three years from when you should have known about or become aware that there were grounds of complaint.
However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk .