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Compliants Information

Our Complaints Policy

We are committed to providing a high quality legal service to all our clients. If something goes wrong we need you to tell us about it.

Our Complaints Procedure

If you have a complaint please contact John Nash in writing (by letter or email) or by speaking with him.

To help us to understand your complaint please tell us:

What will happen next?

  1. We will write to you within 3 working days acknowledging your complaint.
  2. We will investigate your complaint. This will usually involve reviewing your complaint and your file and other relevant documents.
  3. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specified time.
  4. We may also, if appropriate, invite you to a meeting to discuss your complaint. We will do this within one week of receiving all the further information or documents you have provided. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
  5. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestion for resolving the matter. This will happen within 5 days of us completing our investigation.

What if I am not satisfied with the outcome?

If you are still not satisfied, you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

Any complaint to the Legal Ombudsman about our service must usually be made within six months of our final response to you.

Alternative complaints bodies (such as Ombudsman Service or ProMediate) exist which are competent to deal with complaints about legal services should both you and we wish to use such a scheme.