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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 acheive these standards.  However, we accept that occasionally our clients may not feel happy about an aspect of the service we have provided.

In those cases I would urge our clients to follow the following internal complaints procedure.

Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please write to us with the details, addressed to our Client Care Officer, Olivia Robinson, who is a partner of this firm. You can contact her by letter to Guild Chambers, 4 Winckley Square, Preston PR! 3JJ or by email to oliviarobinson@vslaw.co.uk.

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. You can expect to receive our letter within two days of us receiving your complaint.
2. We will record your complaint in our central register and open a file for your complaint. We will do this within a day of receiving your complaint.
3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within three days of your reply.
4. We will then start to investigate your complaint. This may involve one or more of the following steps:
· We may ask the person who acted for you to reply to your complaint within five days;
·We may examine the reply and the information in your complaint file. We may then ask the person who acted for you for more information. This will take up to three days from receiving the reply and the file.

5. We will invite you to meet our Client Care Officer to discuss and, it is hoped, resolve your complaint. We will do this within three days of receiving all the details we need from the member of staff who acted for you.
6. Within two days of the meeting we will write to you to confirm what took place and any suggestions we have agreed with you.
7. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter and any appropriate redress. This will happen within five days of us completing the investigation.
8. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
· Another solicitor of the firm will review our Client Care Officer’s decision within ten days;
· We will invite you to agree to independent mediation. We will let you know how long this process will take.

9. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.
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, Managing Partner