Our Complaints Procedure
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.
The person with overall responsibility for complaints is Frances Anderson.
If you have a complaint that you have been unable to resolve with the person handling your matter please contact Frances Anderson, our Complaints Partner by post to Sternberg Reed, Focal House, 12-18 Station Parade, Barking, Essex IG11 8DN or by email to email@example.com. You will appreciate that by setting down the facts about your complaint in writing you will be making it far easier to investigate the matter without overlooking key points, which can happen where a verbal communication is involved.
What will happen next ?
- We will send you an acknowledgement letter or email, as appropriate, within three days of receipt of your complaint, enclosing a copy of this procedure.
- We will investigate your complaint. This will normally involve passing your complaint to the Partner responsible for the department concerned, who will review your matter file and pass it to the person designated to investigate your complaint, together with a report.
- The person dealing with your complaint will send you a detailed written response to the complaint. It is expected that this will be done within 21 days of sending you the acknowledgement. However, if you have indicated that you would prefer to discuss your complaint with the person dealing with it, you will be invited to a meeting at our offices.
- If, having received the written response you remain dissatisfied, you can ask a Partner in the firm to review the decision.
- If you ask for a review, we will write to you within 14 days of receiving your request, confirming who will be conducting the review and the expected timescale.
- If you are not satisfied with our response to your complaint within eight weeks of making it, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ. Any complaint to the Legal Ombudsman must usually be made within six months of our final written response to the complaint and ordinarily within six years of the act or omission or three years from when it should reasonably have been known that there was cause for complaint. For further information you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org.