Complaints Wording
Wording
We are dedicated to delivering high-quality service to our clients. Your feedback is incredibly important to us, as it helps us continuously improve.
If you feel that our service has not met your expectations or if there is anything we could do better, please let us know. We welcome the opportunity to address any concerns and ensure we uphold the high standards we set for ourselves.
What do I do if I have feedback or a complaint?
In the first instance, we encourage you to discuss any feedback or concerns about our service—or suggestions for improvement—with the lawyer handling your matter.
If your concern cannot be resolved informally, or if the matter is serious and you do not feel comfortable raising it with your lawyer directly, you may escalate the issue by contacting the Partner on your case.
How do I raise a complaint under this policy?
To help us address your concerns/complaint effectively, please email Kelly Edwards or Daniel Chalmers with the following details:
- A brief explanation of why you are dissatisfied with the service you received;
- Your preferred method of contact regarding your complaint; and
- Any specific action or anything in particular you would like us to do to resolve the issue.
If you would prefer not to share the details of your complaint by email, you are welcome to call us on 0203 983 1818 so we can discuss the best way to understand and address your concerns.
What happens after I have made a complaint under this policy?
Once we receive your complaint, we will:
- Acknowledge it in writing within 7 days;
- Record it in our central complaints register;[EH1] [KE2]
- Investigate your concerns and arrange a discussion with you with a view/aim to agree on a resolution, within 21 days of receiving your complaint;
- Confirm the outcome in writing within 28 days of receiving your complaint.
In exceptional circumstances, we may need to extend these timeframes. If so, we will discuss and agree any changes with you in advance wherever possible.
What might the outcome of my complaint be?
We sincerely regret any dissatisfaction our clients may experience and will not hesitate to offer a genuine apology if our service has fallen short of the high standards we set for ourselves.
Where appropriate, we may also agree on steps to help resolve the situation and take action to prevent similar issues from arising in the future.
What if I remain unsatisfied?
If you remain dissatisfied with the outcome of your complaint, you may request a review by an alternative Partner, either Kelly Edwards (kellyedwards@edwardsfamilylaw.co.uk) or Daniel Chalmers (danielchalmers@edwardsfamilylaw.co.uk).
At this stage, it would be helpful to know if there is anything specific you believe we could do to resolve your concerns more satisfactorily.
Following the review, we may either uphold the original outcome or suggest alternative steps to resolve the matter. This will constitute our final decision under this complaints policy.
You will receive a response to the senior partner review within 8 weeks of the date you first raised your complaint with us.
If you remain dissatisfied at that stage, you may be entitled to complain to the Legal
Ombudsman about our service (the Ombudsman would generally expect clients to follow a
firm’s internal complaints procedure first). You can find further information about the
Ombudsman on the website www.legalombudsman.org.uk . You can write to the
Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or by email
on enquiries@legalombudsman.org.uk or call on 0300 555 0333. If you wish to raise a
complaint with the Ombudsman then you should not delay bringing it to their attention once
our own complaints process has concluded as there are some time limits on when this must
be done. For example, normally you must raise a complaint with the Ombudsman within six
months of the firm’s own final decision on how to resolve your complaint.
[EH1]What is this? Do we have this?
[KE2]We should have it I think it might be in the orignial compliance docs