Either contact the person who is working on your case, or if you would rather take a different route then approach our Quality Manager who is:
Mrs Susan Gratton dd: 01392 288389 email: SLG@vplaw.co.uk
(This information will also be found in our terms and conditions we sent you originally.)
We shall do our best to resolve concerns and issues promptly at that stage.
It may be that you would rather make a more formal complaint, and we have a process for responding in that event. Help us ensure we miss nothing by setting out your complaint(s) in a letter or email. We will then acknowledge your complaint, and explaining the time frame by when you can expect a full written response (normally from a Partner assigned to investigate the complaint after reviewing the papers before replying to you).
The Solicitors Regulation Authority – can help you 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.
The Legal Ombudsman – If you do not think we have resolved your complaint, the office of the Legal Ombudsman can help you. They look at complaints independently and of course it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.