We aim to provide a high quality of service to our clients and if something goes wrong we need you to tell us as soon as possible. If we know there is a problem then it gives us an opportunity to address it and to improve our standards.
If you have a complaint please follow the following procedure:
1. First contact the partner who was supervising your matter to see if the problem can be resolved informally
2. If you are not satisfied with the outcome please write to our Client Care Partner, Mr Toby Rowland, Peter Peter & Wright, 1 Queen Street, Bude EX23 8AZ. We will acknowledge receipt of your letter, normally within 3 working days, enclosing, if you have not been sent one before, a copy of this procedure.
3. We will then investigate your complaint.
4. After doing so we will contact you again, usually within 21 working days of the acknowledgement letter inviting you to a meeting, if that is what you want, to discuss ways of resolving your complaint. We will then write to you within 14 working days of the meeting dealing with the points raised at the meeting and giving our suggestions for resolving the problem. Alternatively, if a meeting is not convenient for you and you would prefer that we write to you, we will do so within 14 working days of your request for a written reply dealing in detail with your complaint and giving our suggestions for resolving it.
5. If we are not able to resolve the position with you then you may wish to contact the Devon & Somerset Law Society at Aston Court, Pynes Hill, Exeter EX2 5AZ, or on 01392 366333, or at mail@dasls.com who run a free conciliation service. They will appoint a senior member of the Society to try to reach a settlement between the parties
6. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman by post at Legal Ombudsman, PO Box 15870, Birmingham, B30 9EB, by telephone on 0300 555 0333, online at www.legalombudsman.org.uk, or by email at enquiries@legalombudsman.org.uk to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
If we have to change any of the above timescales we will let you know and explain why.
