Complaints Handling Procedure
We hope that you will be satisfied with our service; however should you have any complaints regarding our services (including our insurance services) or (if you are required to pay any of our charges) about your bill, please try to resolve this in the first instance with the person handling your case. If your complaint cannot be resolved at this level please contact Michael Jefferies or Monina Ramsden by telephone on (0161) 908 5100, by e-mail on email@example.com or by post at The Triangle, 8 Cross Street, Altrincham, Cheshire, WA14 1EQ, who will look into the matter further.
We will aim to contact you as quickly as possible either by letter or by telephone and will do so within seven days of notice of your complaint to confirm that we will investigate the matter further. We will return to you if necessary for more information but will investigate the matter and contact you with our findings within four weeks of our investigation commencing.
If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint by writing to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ telephoning 0300 555 0333 or e-mailing firstname.lastname@example.org. As per our Terms and Conditions normally you will need to bring a complaint to the legal ombudsman within six months of your last contact with us or within six years of the act or omission about which you are complaining occurring, or if outside of this period, within three years from the date that you had sufficient knowledge to bring a complaint
The Solicitors Regulation Authority can help you if you are concerned about our behaviour https://www.sra.org.uk/consumers/problems/. 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.
If your complaint relates to your bill, you can also apply to the Court for an assessment of the bill, but if you do so, the Legal Ombudsman may not deal with your complaint about that bill. If you are required to pay our charges and any part remains unpaid we may be entitled to charge interest. We trust however that you will have no cause to complain about any aspect of our service.
Jefferies Solicitors Limited.
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