Our Complaints Procedure

Thankfully, complaints are very few and far between but sometimes a client may not feel happy about something that they think we have or have not done. Having an unhappy client makes us unhappy so we hope our complaints procedure helps to get any issue sorted out as soon as possible.

What to do if you are unhappy with us and you feel the need to complain;

  1. Tell your caseworker as soon as possible. He or she will discuss it with you to try and resolve the complaint without delay.
  2. If that doesn’t work tell your caseworker that you want the complaint looked at by a supervisor. If this happens the supervisor will look at the complaint and will also tell Janet Irving, who is the complaints handling partner, that the complaint has been made.
  3. If the supervisor cannot resolve the complaint or if it is a serious issue then Janet Irving will deal with it. Janet has over 25 years of experience in handling complaints and she will use her skills to do all she can to resolve it so that you are satisfied and happy going forward. She will look at your file and discuss the complaint with you and the caseworker. She will write to you within 28 days of her dealing with the complaint or she may call you with her findings and how she thinks the complaint might be resolved. You will be able to speak to Janet either in person or over the ‘phone so you will have the opportunity to fully discuss the matter.
  4. You can contact Janet straight away about your complaint if you think it is serious, for example, you feel there has been incompetence or a lack of honesty or trust has broken down. Janet can be contacted at janet@irvinglegal.co.uk
  5. In the unlikely event that the complaint still cannot be resolved then you can refer the complaint to the Legal Ombudsman at enquiries@legalombudsman.org.net You can look at their web site for more information legalombudsman.org.uk