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Evans Cook Solicitors Complaints Procedure

Whilst we always aim to provide our clients with the best service possible, should the need arise that you feel a complaint needs to be made our complaints procedure is outlined below.

Committed to quality

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately, so that we can do our best to resolve the problem.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.

What will happen after I have made a complaint?
  1. We will send you a letter acknowledging receipt of your complaint within five working days of our receiving the complaint, enclosing a copy of this procedure.
     

  2. We will then investigate your complaint. This will normally involve passing your complaint to the client care partner named in the initial client care letter sent to you, who will review your matter file and speak to the member of staff who acted for you.
     

  3. They will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.
     

  4. Within three days of the meeting, they will write to you to confirm what took place and any solutions they have agreed with you.
     

  5. If you do not want a meeting or it is not possible, the partner will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
     

  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.
     

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

  8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6167 Slough SL1 0EH or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

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

What to do if we cannot resolve your complaint?

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realizing there was a concern. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must refer your concerns to the Legal Ombudsman within six months of our final response to you. If you would like more information about the Legal Ombudsman, please contact them. Their contact details are as follows: Visit: www.legalombudsman.org.uk Call: 0300 555 0333 Email: enquiries@legalombudsman.org.uk Legal Ombudsman PO Box 6167 Slough SL1 0EH

Call us on 01933 278259 or fill out our online form to request an estimate of our conveyancing fees.

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