Complaints procedure

What to do if you are not happy with the service that you have received

We are committed to providing a high-quality legal service to all our clients, however, if you are unhappy with the service you have received please tell us about it.  This will help us to improve our service to our clients.


Our complaints procedure
If you have a concern or complaint, please contact the person dealing with your matter as soon as you become aware of the issue to try and resolve it with them.  In many cases, the person dealing with your matter will be able to resolve any issue for you immediately.  


The person with the ultimate responsibility for client care is Christopher Murphy.  If necessary, he will review your complaint and will give you his response, including his suggestions for resolution, within 21 days of the matter being referred to him.


If at the end of this process you remain unhappy, you should contact us again to explain why you remain unhappy with our response and we will review your comments.  We will write to you within 14 days advising you of our final position on your complaint and explaining the reasons.  If you are not satisfied with our response, or if we have taken over 8 weeks to reply then you should contact the Legal Ombudsman. 


If you remain unhappy after the above process has been followed, you can take your complaint to the Legal Ombudsman within 6 months of receiving our final response and 6 years from the date of the act or omission giving rise to the complaint, or alternatively 3 years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 6 October 2010, or was more than 6 years ago).


Before they will investigate a complaint, the Legal Ombudsman will require the firm’s internal Complaints Procedure to have been exhausted.   


They can be contacted at PO Box 6806, Wolverhampton WV1 9WJ, email to enquiries@legalombudsman.org.uk, or by phone on 0300 555 0333. Their website address is www.legalombudsman.org.uk


The Legal Ombudsman may:
•  Investigate the quality of professional service supplied by a solicitor to a client
•  Investigate allegations that a solicitor has breached rules of professional conduct
•  Investigate allegations that a solicitor has unreasonably refused to supply a professional service to a prospective client
•  Investigate allegations that a solicitor has persistently, or unreasonably offered a professional service that the client does not want


Compliance Officer’s contact details
Christopher Murphy is based at 6 Water Street, Newcastle under Lyme ST5 1HR.  His telephone number is 01782 625278 or e-mail him at cpm@whiteheads.uk.com

 

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