Complaints Handling Policy

Complaints Handling Policy


 

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 our Complaints Partner, with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. The investigating Partner will review your matter file and speak to the member of staff who acted for you.
  3. Within 20 working days of receipt of your written complaint, the Complaints Partner or Head of relevant department will send you a written reply to your complaint, including our suggestions for resolving the matter, if the complaint is upheld.
  4. If we have been unable to settle your complaint using our internal complaints process. You have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.

You have six months from the date of this (our final) letter in which to complain to the Legal Ombudsman.

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Alternative complaint bodies such as Small Claims Mediation and ProMediate exist who are competent to deal with complaints about legal services. We may agree to use Small Claims Mediation in appropriate cases.

In so far as Kerseys may be held to be an ‘online trader’, you are also referred to the EU’s online dispute resolution pages  https://webgate.ec.europa.eu/odr .  Our email address as ‘online trader’ is info@kerseys.co.uk