GHW SOLICITORS LLP COMPLAINTS PROCEDURE

GHW Solicitors are committed to providing high-quality and good value  legal services to all of our clients.  If there is something you are not happy with or wish to discuss, then please let us know, this will help us to improve our service and hopefully resolve any issue you may have.

If you have a complaint, please contact us with the details and we will respond as detailed below;

1. We will send you a letter/email  acknowledging your complaint and, if necessary asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You will receive our letter within 3 working  days of us receiving your complaint.

2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within a working day of receiving your complaint.

3. We will then start to investigate your complaint. This will normally involve the following steps:-

·     We will pass your complaint to Gareth Williams , our Complaints Partner , within 3 working days.

·     He will investigate your complaint, review your file  and speak with the fee earner who acted for you.

·     Gareth will then reply to your complaint in writing, setting out the firms position and if appropriate give his suggestions for resolving the dispute.

4. if you prefer a meeting, then Gareth will be happy to meet with you.

5. If you are still not satisfied you can write to us again, we will then arrange for another partner in the firm to review our decision.

6. We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming our decision and explaining our reasons.

7.If you are unhappy with how we have dealt with your complaint,  you will need to make a complaint to the Legal Ombudsman.

The Legal Ombudsman can be contacted at PO Box 6806, Wolverhampton WV1 9WJ or by telephone on 0300 555 0333 or at www.legalombudsman.org.uk.

What to do if you are unhappy with our Service

The Solicitors Regulation Authority can help if you are concerned about our behaviour.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.