If you are not happy...

TG&T COMPLAINTS POLICY AND PROCEDURE

OUR COMPLAINTS POLICY

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.

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 read our full complaints procedure opposite. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. 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.

You can raise your concerns with the Solicitors Regulation Authority.

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 at all.

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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

By Post: Legal Ombudsman, P O Box 6806, Wolverhampton, WV1 9WJ

Download a copy of our Privacy Notice

OUR COMPLAINTS PROCEDURE

WHAT TO DO

We are committed to providing a high-quality legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact Adam Tedstone at our offices, or complete and forward the Client Complaint Form to him. Adam Tedstone will manage your complaint according to the timescales set out below. If we have to change any of these timescales, we will let you know and explain why.

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.

2. We will look into your complaint and advise you of our initial view of matters within ten working days. We will contact you by whatever means you have indicated is preferable to you.

3. If appropriate, we will then invite you to discuss matters within five working days and hopefully resolve your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, Adam Tedstone will write fully to you, setting out his views on the situation and any redress that we feel would be appropriate.

4. Within five days of any meeting or telephone discussion, we will write to you to confirm what took place and any suggestions that we have agreed with you.

5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This may include independent mediation, either formal or informal and we will let you know how long this process will take.

6. We will let you know the result of the review within five 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.