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Complaints Policy

We will always strive to deliver excellent service to all of our clients and have strict training, policies and procedures in place to help us to achieve these standards. However, we accept that occasionally our clients may not feel happy about an aspect of the service we have provided. Very often any concerns you have can be resolved by speaking to the lawyer who is working on your case and they will be only too happy to explain what they are doing or resolve any issue you have. In those cases where you remain concerned, I would urge you to follow our complaints procedure.

Our procedure
1. Please write to our Client Care Officer, Olivia Robinson, who is a director of this firm. You can contact her:
a. by letter to Guild Chambers, 4 Winckley Square, Preston PR1 3JJ or
b. by email to oliviarobinson@vslaw.co.uk.
2. We will record your complaint on our central register, allocate it to a Complaints Manager and send you a letter acknowledging your complaint within two days of receipt.
3. We will then start to investigate your complaint. This may involve:
a. Our head of department reviewing your file and meeting with their team member to get an understanding of the facts of your case
b. A letter or phone call from the head of department to you requesting clarification of any points you have made
4. You should receive a full response to your complaint from your Complaints Manager within 28 days, except where we consider an urgent response is required to enable progression of your case or if further investigations are required in which cases we will advise you of the revised timescale when it becomes clear and explain the reasons for those timescales to you.
5. Once we have responded to your complaint, if you require it, we will arrange a meeting with our Client Care Officer to discuss our findings and, it is hoped, to resolve your complaint.
6. If a meeting is held we will write to you within 5 days of the meeting to confirm what took place and any suggestions we have agreed with you.
7. At this stage, if you are still not satisfied you can write to me requesting that I review our Client Care Officer’s decision.
8. If you make such a request I will write to you within 21 days with my decision and to invite you to a meeting with me to discuss my findings
9. If you remain unhappy with the outcome you can write to me to request independent mediation. We will let you know what this entails and how long this process will take.
10. If you are still not satisfied, you can contact: Legal Ombudsman, PO Box 6806 Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333, www.legalombudsman.org.uk or enquiries@legalombudsman.org.uk.

Phillip Gilmore, Solicitor, Managing Director