Complaints Procedure

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COMPLAINTS PROCEDURE

Any written or verbal complaint about the service you receive from Goldwyn Fox Solicitors LLP will be treated seriously and we will ensure that we respond quickly to your complaint.

Goldwyn Fox Solicitors is committed to providing a professional, efficient and polite service to all our clients. If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to provide a speedy and positive solution.

WHAT TO DO IF YOU HAVE A COMPLAINT ABOUT THE SERVICE WE HAVE PROVIDED

You should initially bring these to the attention of the person who is dealing with your case. You can get their details from the letter sent to you at the start of your claim. You can do this by telephone, in writing or by e-mail. We will confirm to you when we have received your complaint. In most cases the person who is dealing with your case will be able to resolve your concerns immediately.

If this is not possible we aim to provide a full reply within ten working days. If the matter is more complicated you may have to wait a little longer but we will always write to you within ten working days to provide a full update on progress and give you an estimate as to when we can provide a full reply.

WHAT HAPPENS IF THE INITIAL REPLY DOES NOT RESOLVE THE MATTER?

If you are not happy with the reply provided by the person who is dealing with your case you can refer the matter to the head of the personal injury department. The head of the personal injury department will consider the complaint and investigate the matter and provide a proposed solution within ten working days. If the matter is complicated and it will take longer to reply we will contact you within ten working days to let you know when we can provide a full reply. We may suggest a meeting if we think this would be helpful.

If after the head of the personal injury department has investigated and replied to you regarding your complaint you remain unsatisfied, then the complaint would be referred to the Partners of the firm. They will investigate the complaint and, again, try to provide a response within ten working days. If they are unable to do so they will aim to provide a timescale as to when they will be able to reply.

REFERRAL TO THE LEGAL OMBUDSMAN

If you are not satisfied with the final response from the Partners of the firm you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The LeO will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

The Legal Ombudsman’s contact details are as follows:

  • Telephone: 0300 555 0033
  • From Overseas +44 121 245 3050
  • Minicom: 0300 555 1777
  • E-mail: enquiries@legalombudsman.org.uk
  • Website: www.legalombudsman.org.uk
  • Legal Ombudsman
    PO Box 6806
    Wolverhampton
    WV1 9WJ
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