Our Complaints Policy
We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our Complaints Procedure
If you have a complaint, contact us with the details. Ideally it would assist us if you could let us have those details in writing, either by letter addressed to our Managing Partner, Graeme Brown, or email to graeme.brown@eatons-solicitors.co.uk
What will happen next?
- We will send you a letter acknowledging your complaint and asking, if we need to, for clarification from you on any of the details set out. We will also let you know the name of the Complaints Manager who will be dealing with your complaint.
- We will then start to investigate your complaint. This will normally involve the following steps:
- will pass your complaint to the person who will be dealing with it, our Complaints Manager, within three days.
- They will read our file of papers relating to your matter and will check our computer records.
- They will then interview the member of staff who acted for you.
The amount of time that this process takes will vary depending on factors such as the size of the file which needs to be perused and the availability of the members of staff that need to be interviewed. Although the Legal Ombudsman allows for this process to take up to 8 weeks, we will endeavour to look at things a little more quickly.
- Complaints Manager will send you a detailed reply to your complaint. This will include their suggestions for resolving the matter. They will do this within 5 days of completing the investigation. The Manager will invite you to let us know what you think in response to our reply and suggestions.
- Our Complaints Manager will consider your response and write back to you within 5 days of receiving it with a decision.
- At this stage if you are still not satisfied you can contact us again. We will then consider reviewing our decision when a Partner of the Firm will review our decision within 10 days.
- 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 position on your complaint and explaining our reasons.
- If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. The Legal Ombudsman is a complaints handling body which operates independently. Their contact details are:
- You must take your complaint to the Legal Ombudsman:
- within 6 months of receiving our final response to your complaint
and
- No more than one year from the date of the act of omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
