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Complaints Procedure

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 have a complaint, please contact Martyn Evans, our client care consultant. 

You can contact him at Sydney House, 44 South Street, St Austell, PL25 5BN.  If we have to change any of the timescales set out below we will let you know and explain why.

What will happen next?

  1. We will send you a letter/email 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. If appropriate we will then invite you to meet Martyn Evans to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, Martyn Evans will write fully to you setting out his views on the situation and any redress that we would feel to be appropriate.
  4. Within two days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
  5. 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 10 days. This will happen in one of the following ways: 

    Martyn Evans will review his own decision. 

    We will arrange for someone in the firm who has not been involved in your complaint to review it. 

    We will ask our local Law Society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.

    We will invite you to agree to independent mediation. We will let you know how long this process will take.

  6. We will let you know the result of the review within five 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.
  7. If you are not satisfied with our handling of your complaint you may be entitled to ask the Legal Ombudsman of England and Wales to consider the complaint.  A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm’s complaints procedure or within six years from the act or omission you are complaining about, or three years from the date that you are made aware of the fact that you should reasonably have know there were grounds for complaint. You can contact the Legal Ombudsman at either PO Box 6806, Wolverhampton, WV1 9WJ, Telephone 0300 555 0333, Website www.legalombudsman.org.uk