Complaints Policy

Lartey & Co

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COMPLAINTS HANDLING PROCEDURE

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Complaints Policy

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We are committed to providing high quality legal service to all of 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

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If you have a complaint please contact us with the details.

You may either telephone or set out your complaint in writing.

 

What will happen next?

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We will send you a letter acknowledging receipt of your complaint within seven days of receiving your complaint enclosing a copy of this procedure. 

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We will then investigate your complaint thoroughly.  This will normally involve passing your complaint to our Complaints Officer (Jason Lartey) who will review your matter file and speak to the member of staff who acted for you.  We will also record your complaint in our central register.

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We will ask you whether you wish us to deal with your complaint over the telephone, by way of a meeting or in writing.  Jason Lartey will aim to respond in full to your complaint within 21 days of her receiving the file of papers (sometimes in storage) together with the relevant information from the fee earners involved.  

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Once you have received a response from Jason Lartey you can, if you are not satisfied contact us again and we will arrange for HR to review Jason Lartey’s decision. 

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If you want us to review your decision we aim to be in a position to respond to you in full with our further decision within 21 days of your request.  At this time we will write to you confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied you can then contact the Legal Ombudsman whose address is as follows:

PO Box 6167

Slough

SL1 0EH

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Any complaint to the Legal Ombudsman must actually be made within 6 months of the date of our final decision of your complaint.  For further information you should contact them on 0300 555 0333 or refer to their website www.legalombudsman.org.uk

Please note that if we have to change any of the timescales as set out above we will inform you, and give you the reasons why.

The MD is responsible for this policy and it is to be reviewed annually

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