We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.
Our Complaints Procedure
If you have a complaint you may first choose to try and resolve a specific problem with the person having primary conduct of your matter or affairs. You may do so (preferably) in writing providing enough details. If you feel unable or are unable to resolve your complaint or problem with that person, you may address it (again preferably in writing) to Dr Frantz Gregory as the designated Complaint Handler. Dr Gregory retains overall responsibility for complaints as the Client Care Director for Frantz Gregory & Co. Where the complaint is against Dr Frantz Gregory, the same procedure will be followed.
What Happens Next?
1 We will record your complaint in our central register. We will do this within three working days of receiving your complaint.
2 Where you address your complaint (or it is referred) to the Complaint Handler we will open a separate file for your complaint. The Complaint Handler will send you a letter acknowledging your complaint and may ask you to confirm or explain the details set out. You can expect to receive our letter within three working days of us receiving your complaint.
3 The Complaint Handler will then start to investigate your complaint. This will normally involve the following steps: –
3.1 The Complaint Handler will ask the member of staff who acted for you or against whom you complain to supply your file (if applicable) and to provide written comment upon your complaint within 5 working days.
3.2 The Complaint Handler will then examine their reply, check any relevant matters from your file of papers and the information in your complaint file. If necessary, he/she may also speak to the member of staff concerned. This may take up to three further working days from receiving their reply and the file.
4 The Complaint Handler will then write to you to advise you of his/her preliminary findings. This is usually within three working days of completing the investigatory stage at 2.3 above (i.e. within 14 working days of receipt of your complaint). The Complaint Handler will also invite you to a meeting to discuss and hopefully resolve your complaint.
5 If you do not want a meeting, you should advise the Complaint Handler who will invite you instead to comment, if you so wish, upon his/her preliminary findings. After that or any meeting held, s/he will send you a detailed reply to your complaint. This will include their conclusions and any suggestions for resolving the matter. S/he will do this within five working days of hearing from you either in meeting or in writing.
6 At this stage if you are still not satisfied you may contact us again. We will then arrange to review our decision. This can happen in one of the following ways.
6.1 Another partner of the firm, unconnected with the matter, will review the Complaint Handler’s decision within 10 working days.
6.2 We may ask another unconnected lawyer from a different firm within five working days to review your complaint. We will let you know how long this process will be expected to take.
7 We will let you know the result of the review within five working days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.
What to do if we cannot Resolve your Complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and 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.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
There may be reasons why we find we will be unable to meet the timescales indicated. If we have to change any of the timescales above, we will let you know and explain why.
If you feel there are personal circumstances which may make it difficult for you to have your complaint dealt with effectively under the above procedure, please let us know and we will see what alternative arrangements can be made.
You are valued as a client and we look to treat your complaint seriously and fairly.