Complaints Procedure
Complaints Handling Policy & Procedure
If you have a complaint
Please contact the Solicitor that has been dealing with your matter, or their Supervising Partner. These details will be on your original engagement letter. We are happy to deal with your complaint by phone in the first instance, or by letter or email, as you prefer.
If you wish to address someone else, please contact our Practice Manager.
What happens next?
- If the matter cannot be resolved after a conversation or initial correspondence, a letter will be sent to the client acknowledging the complaint and enclosing a complaint form. The complaint can be escalated by completing this form and sending it to the Practice Manager.
- Upon receipt of this form from the client, the complaint will then be investigated. This will normally involve passing the complaint to our client care partner, who will review the matter file and speak to the member of staff who acted.
- A detailed written reply to the complaint will then be sent to the client, including suggestions for resolving the matter, within 21 days of receiving the complaint form.
- If the client remains dissatisfied at this the Managing Director, Alexander Demetrious-Seymour, will arrange for a review of the decision and work with them to identify their continuing concerns.
- TDS Law will write to the client within 14 days of receiving any request for a review, confirming the final position of the complaint together with an explanation.
- If the complaint remains unresolved, the client has the right to refer their complaint to the Legal Ombudsman, an independent organisation set up to deal with complaints against solicitors and legal professionals. Full details are available from them, but it is useful to note that any complaint should be made within 6 months.
Contact
Practice Manager:
Mrs Rachael Orme,
TDS Law Ltd, 55 Spring Gardens, Manchester, M2 2BY
0161 359 3719
rachael@tds-law.co.uk
Legal Ombudsman
PO Box 6806,
Tel 0300 555 0333
enquiries@legalombudsman.org.uk
Resolving Complaints relating to FCA Matters
- We will always try to resolve your concerns there and then. If we are able to do this straight away, and to your satisfaction, we will send you a summary resolution confirming this.
- If this is not possible, we will send you a prompt written acknowledgement to advise you that we have received the complaint and are dealing with it.
- In the event that you are not satisfied with our final response or 8 weeks have passed since your complaint was first raised, then you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Referrals to FOS are free of charge, but must be referred to FOS within 6 months from the date of our final response to you.
The Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 023 4 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk/