Complaints Procedure
Our Standard Terms state at Paragraph 14:
We value our good relationships with our clients. However, we accept that from time to time, difficulties and misunderstandings do arise. If you have any problems, you should feel free to discuss your concerns with the member of our professional staff responsible for handling your work. If, after such discussions, you feel that the matter has not been adequately dealt with, you should contact the Director. If we cannot resolve the matter, you may refer the matter to the Legal Ombudsman, who will consider your complaint and seek to resolve the issue. Accordingly, our procedure for handling complaints is as follows:
- We ask clients to submit their complaints in writing to Keith Loven, Managing Director of the Company.
- On receipt of a complaint, details are to be recorded in the Complaints Register and an acknowledgement sent to the complainant.
- Mr Loven will investigate the complaint and will reply in writing within 5 working days, inviting the complainant to a meeting to discuss and try to resolve the complaint.
- If the complainant does not want a meeting, or if it is not possible to arrange one, we will endeavour to send the complainant a detailed written reply to the complaint within 14 days.
- If the complainant is still not satisfied, we will offer the opportunity to involve an independent mediator to assist with resolving the complaint
- If it is not possible to agree a mutually acceptable resolution to the matter, the client may refer it to the IP Regulatory Board https://www.ipreg.org.uk/ and ultimately to the Legal Ombudsman https://www.legalombudsman.org.uk/.
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Last Updated on 30 March 2022 by Keith