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Complaines Procedure

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Complaines Procedure

Whilst we hope that you are never dissatisfied with our service or our fees, if matters do arise and you wish to make a complaint, in the first instance you should raise any issues you have with the fee earner or solicitor who has day to day conduct of your matter.

If this does not resolve matters to your satisfaction, a complaint should be put in writing (by letter or email) to Stacey Pocock, the partner with responsibility for complaints at Ironmonger Curtis.

If the complaint is regarding a matter that Stacey has been involved in, then it should be addressed to Trevor Ironmonger.

We will confirm receipt of your written complaint within two working days and we will then investigate your complaint. This will normally involve a review of your file and a discussion with the member of staff who acted for you. The task of reviewing the file may be delegated to another senior fee earner if they have expertise which would assist.

We will then send you a detailed written reply to your complaint within 14 days of us sending the acknowledgement to you. We may need to request further information from you before sending the detailed reply to ensure your complaint is fully investigated. If we do need to ask for further information, this may impact upon the timescales for us to reply in detail to you.

Alternatively, within 14 days of us sending the acknowledgment, instead of a written response we may invite you to a meeting at our office to discuss and hopefully resolve the complaint. It is not always appropriate or necessary for a meeting to be held but if such a meeting does take place, within two working days of that meeting, we will write to you to confirm what took place and any solutions agreed.

If you remain dissatisfied with our response, within a further 14 days of you receiving our letter (either in response to the initial complaint or after a meeting), you can submit a written request for a review of our response to Trevor Ironmonger, who will review the matter further.

We will then write to you within 14 days of receiving the request for a review confirming our final position on the complaint and explaining our reasons.

If we have to change any of the above timescales, we will notify you and explain why.

If we are not able to resolve your complaint, then at the conclusion of our complaints procedure, you may have the right to refer the matter to the Legal Services Ombudsman.

The Legal Ombudsman will deal with concerns from members of the public, small businesses and some charities and clubs and can be contacted at the Office of the Legal Services Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. The telephone number is 0300 555 0333, and the website is www.legalombudsman.org.uk.

A complaint to the Legal Services Ombudsman must be made within 6 months of you receiving our final decision letter.

You may also have the right to object to our bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.

Finally, if the matter is not resolved, if both parties agree, alternative complaints bodies do exist (for example Ombudsman Services, ProMediate and Small Claims Mediation) which are competent to deal with complaints about legal services should both you and the firm agree to use such a scheme.

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For business law advice call 0845 225 2635

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