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Complaints Procedure

BETESH MIDDLETON LAW 

COMPLAINTS PROCEDURE

 

Our complaints policy

We are 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 us to improve our standards.

If you have a complaint, please contact us with the details.  We have eight weeks to consider your complaint.  If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

 

  • We will then investigate your complaint. This will normally involve passing your complaint to one of our partners, Akeela Majeed, who will review your matter file and speak to the member of staff who acted for you (if applicable).

 

  • She will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.

 

  • Within three working days of the meeting, she will write to you to confirm what took place and any solutions she has agreed with you.

 

  • If you do not want a meeting or it is not possible, she will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

 

  • At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review your complaint.

 

  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

 

  • If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ about your complaint. However you should note that the Legal Ombudsman has time limits for accepting complaints and you will normally need to bring your complaint to the Legal Ombudsman within 6 months from the end of our complaints process.   For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk

 

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