Our Complaints Policy

 

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, or you have an issue with a bill 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 us with the details.  You can telephone, write or e-mail. A copy of our complaints procedure is available on request.

 

What will happen next?

 

  1.  We will acknowledge your complaint within 7 days of our receiving it.      
      

  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care solicitor, Katherine Yates, who will review your matter file and speak to the member of staff who acted for you.
     

  3. If a meeting is possible then Katherine Yates will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter/e mail or telephoning you.
     

  4. Once a meeting has taken place Katherine Yates will write to you within 14 days of the meeting with an explanation and/or suggestions for resolving your complaint.   If your complaint is complex we might ask for 21 days rather than 14 days before reverting to you.
     

  5. If you do not want a meeting, or it is not reasonable because of distance, Katherine Yates will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter/e mail or telephoning you.
     

  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.
     

  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 contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman (0300 555 0333 or refer to www.legalombudsman.org.uk).
     

  9. If your complaint concerns a bill you may have a right to object to the bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974. However if all or part of a bill remains unpaid we may be entitled to charge interest.        

Andrew Grove and Company

 

 

Andrew Grove and Company Solicitors are Authorised and Regulated by the Solicitors Regulation Authority No. 519160