Complaints Handling Procedure
If you have a complaint about our service or a bill that we have rendered or both, please contact us with the details.
The persons to contact are Nicholas Goodwin, Compliance Office and Sandra Blaxall, Office Manager who can be reached at:
5 Warner House,
Harrovian Business Village,
Harrow HA1 3EX
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 5 working days of us receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to Nicholas Goodwin who will review your file and speak to the member of staff who acted for you.
3. Nicholas Goodwin will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 14 working days of sending you the acknowledgement letter.
4. If you wish Nicholas Goodwin will invite you to a meeting or telecon to discuss and hopefully resolve your complaint. This will be done within 14 working days of sending you the letter.
5. Within 5 working days of the meeting or telecon, Nicholas Goodwin will write to you to confirm what took place and any solutions he has agreed with you.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Raymond Barda to review the decision.
7. We will write to you within 7 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If we have to change any of the timescales above, we will let you know and explain why.
9. If you are still not satisfied, you can then contact the Legal Ombudsman at:
PO Box 6806
There are time limits within which complaints must be made to the Legal Ombudsman, as indicated below.
Generally speaking, your complaint should be made to the Ombudsman no later than 12 months from when the problem occurred or from when you should reasonably have become aware of the problem.
Additionally, you should make your complaint to the Ombudsman within six months of receiving a final response from us following the complaint that you have made to us.
Normally, your complaint needs to fall inside both rules if the Ombudsman is going to investigate it.