We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
We very much regret situations where you feel the need to express dissatisfaction with this firm’s service.
Making a complaint will not affect how we handle your case.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint, then you can contact our Client Service Partner. His details are:
Mr Barry Hayes, Tozers LLP, Broadwalk House, Southernhay West, Exeter, EX1 1UA.
Telephone: 01392 207020.
If you intend to pursue a formal complaint what follows sets out the procedure so that you know how to move forward, what steps you can expect to be taken by us and how you can pursue the matter further if you are dissatisfied with our investigation into the complaint. We do not charge for investigating your complaint.
The steps in the Procedure are:
- Our Client Service Partner will identify precisely what matter or matters have caused the dissatisfaction.
- Our Client Service Partner will look at any relevant documents to identify the cause of any problem and take matters up with the person concerned who has been handling the case in question;
- If remedial action or redress is appropriate we will offer them;
- We will write to you at the conclusion of our investigation to confirm our findings; we aim to so write to you within 8 weeks of receiving your complaint. We will inform you of the timescale for your matter and any need to change such. The more complicated the issues raised the longer they will take to investigate;
- If you are unhappy with our findings you may be able to refer matters to The Legal Ombudsman who can be contacted –
By e-mail on firstname.lastname@example.org
By post at PO Box 6806, Wolverhampton, WV1 9WJ
By phone on 0300 555 0333
Or visit: www.legalombudsman.org.uk
For The Legal Ombudsman to be able to investigate your complaint (they will look at your complaint independently and it will not affect how we handle your case) you will normally need to bring your dissatisfaction to their attention no later than 1 year from the date of the act or omission being complained about, or 1 year from when the complainant should reasonably have known that there was cause for complaint. However, there can be exceptions so please contact The Legal Ombudsman direct if you wish to know the precise detail. Additionally, you will normally need to have contacted The Legal Ombudsman within 6 months of receiving a final response from us on any complaint you have raised with us. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
We ask that you initially give us the opportunity to investigate your complaint within the firm.
The Solicitors Regulation Authority may be able to help you if you are concerned about our behaviour. This could be for things like an allegation of treating you unfairly because of your age, a disability or other characteristic or an allegation that we have allowed our independence to be compromised.
You can raise your concerns with the Solicitors Regulation Authority by phoning them on 0370 606 2555 or by writing to them at: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Client Satisfaction Questionnaire
As part of our commitment to improving the service we provide, we ask our clients to complete our feedback questionnaire. To view our results please click here.