Complaints Handling Policy

1. We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

2. You can contact us in writing (by letter, fax or email) or by speaking with our complaints manager whose contact details are:

Charles Culshaw (Managing Director)
21 Broad Street
01749 390087

3. To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

4. If you require any help in making your complaint we will try to help you.

5. We will write to you within 3 working days acknowledging your complaint, enclosing a copy of this policy.

6. We will investigate your complaint. This will usually involve:

  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • speaking with the person who dealt with your matter

7. We may also need to ask you for further information or documents.   If so, we will ask you to provide the information within a specific period of time.

8. We may also, if appropriate, invite you to a meeting to discuss your complaint. 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.   Please let us know how you would prefer us to deal with the matters you raise ie by meeting, telephone or email/letter

9. We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint.   We aim to do this within 21 days of the date of our letter of acknowledgement.

10. If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

11. If you are still unhappy you can ask the Legal Ombudsman to look into your complaint who can be contacted:

12. You must usually refer your complaint within 6 months of our final written response to your complaint or within 6 years of the act or omission about which you are complaining occurring (or if outside of this period, within 3 years of when you should reasonably have been aware of it).

13. Further details are available on the website:

14. What to do if you are unhappy with our behaviour.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

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

15. We will not charge you for handling your complaint.

16. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

17. The Legal Ombudsman service is free of charge.

QualitySolicitors Gould & Swayne


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