Our Complaints Procedure

Gavin Edmondson Solicitors Ltd is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help to improve our standards.

If you have a concern or a complaint please contact us, preferably by outlining your complaint in writing, as soon as you are aware of the problem so that this can be addressed.

What happens next?

1. On receipt of your complaint, we will send you a letter acknowledging receipt within three working days. We will also enclose a copy of this procedure.


2. On receipt we will record your complaint in our central register and open a complaint file.


3. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Gavin Edmondson. Mr Edmondson will review your matter; speak to the member of staff who acted for you; and take the appropriate steps to investigate your complaint.


4. Mr Edmondson will begin the investigation into your complaint. This may result in one of the following:
   Upon completion of the investigation Mr Edmondson will consider what action should be taken next. The result of the investigation will be communicated to you in writing and may include suggestions for resolving the matter.
   Or
   He will invite you to a meeting to discuss the matter with you in detail having conducted investigation prior to your attendance. He will later confirm to you in writing any solutions you may have both agreed.


5. Mr Edmondson aims to investigate and respond in writing to all complaints, where possible, within 21 working days of acknowledging receipt of your complaint.


6. If upon receiving our response you are still not satisfied, you should contact us again within seven days of receiving our response to explain why you remain dissatisfied and we will review your comments. We aim to let you know the result of any review, where possible, within seven working days of receiving your additional comments. We will confirm to you in writing our final position on your complaint, explaining the reasons for the decision reached.


7. If you are not satisfied at this point then you can contact the Legal Ombudsman about your complaint. Any complaint to the Legal Ombudsman must be made within six months of you receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its services at www.legalombudsman.org.uk
   
   You can contact the Legal Ombudsman by:
   
   Post: The Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
   Email: enquiries@legalombudsman.org.uk
   Telephone: 0300 555 0333


8. If we have to change any of the above timescales, we will let you know and explain why.

You may also wish to complain to the Solicitors Regulation Authority. Further details can be found on their website.