Complaints Handling Procedure

Our complaints procedure

If you have a complaint, please contact Stephen Compton, Managing Partner/COFA (contact details belows). If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.

What will happen next?

  1. Within seven days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
  2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
  3. We would hope to be in a position to write to you within 21 days after first receiving your complaint dealing with the issues raised and setting out his views on the situation and any redress that we would feel to be appropriate.
  4. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 14 days. This will happen in one of the following ways.
    - Stephen Compton will review his own decision;
    - We will arrange for someone in the firm who has not been involved in your complaint to review it;
    - Nicholas Goldreich Partner will review your complaint within 14 days;
    - We will invite you to agree to independent mediation. We will let you know how long this process will take;
  5. We will let you know the result of the review within ten days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
  6. 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.
  7. 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

 

 

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Comptons Solicitors LLP is registered at Companies House under number OC352969. Our registered office is situated at 90-92 Parkway, Regents Park, London NW1 7AN. Comptons is authorised and regulated by the Solicitors Regulation Authority. Our SRA number is 533923. A list of Members of Comptons Solicitors LLP is open to inspection at its registered office. Individuals referred to in this website and elsewhere as "Partners" are Members of Comptons Solicitors LLP (VAT Reg No 455 1989 14)