Our Complaints 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.
Our Complaints Procedure
If you are not satisfied with our services, you are entitled to complain. Please write to our Practice Manager, Tracey Dobson at 82 Station Road, New Milton, Hampshire BH25 6LG, or email tracey.dobson@heppenstalls.co.uk with the details.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 5 working days of our receiving your letter.
2. We will then investigate your complaint. You will be advised who is investigating your complaint: generally, this will be Mrs Dobson but, if that is not appropriate, it will be another Senior Manager in the firm.
3. The person investigating your complaint will normally ask the member of staff who acted for you to respond to her or him about your complaint, within a further 10 working days. He or she will examine the response and review your matter file. It may also be necessary to speak to that member of staff.
4. We shall either write to you with a formal response to your complaint or invite you to a meeting in order to discuss it. We shall do this within 5 working days of completing our investigation. If we have a meeting, we will a write to you to confirm what took place and any solutions that have been agreed.
5. If you are still not satisfied, you can write to us again. We will then arrange to review our decision: this will be done by another Senior Manager and we shall write to you within 20 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied, you can contact the Legal Ombudsman at PO Box 15870, Birmingham, B30 9EB. The Legal Ombudsman helpline is 0300 5550333 and their email address is:
enquiries@legalombudsman.org.uk
7. A 12 month time limit, from the date of our final response, normally applies to complaints to the Legal Ombudsman. Further information can be found on its website at www.legalombudsman.org.uk
8. If we have to change any of the above time scales we will let you know and explain why.
