Complaints Procedure

 

Our Complaints Procedure

It is important to us that we provide services of the highest quality to all of our clients. We aim to ensure that any complaints that clients may have are identified and dealt with in accordance with this procedure.

Making a complaint

You can register your complaint with the person dealing with your matter or the Practice Manager who is responsible for ensuring that complaints are handled effectively and in accordance with this procedure at complaints@strattonknightlaw.co.uk

Investigating your Complaint

  1. We will acknowledge your complaint within seven days.
  2. We will conduct a full investigation and an independent review of your matter.
  3. We aim to respond in full within 28 days. However, if your complaint is of a more complex nature we will require more time but we will let you know when you will receive a full response.
  4. Will reply to you, usually in writing to tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
  5. If you are dissatisfied with the outcome, or the way your complaint has been handled, you may write to the Practice Manager who will make such further investigations as are necessary.
  6. The Practice Manager will inform you of the conclusions and any alternative proposals to resolve your complaint, usually within 28 days of this being referred to him.
  7. If still unresolved at this stage, you may take your complaint to the Legal Ombudsman.

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