Sometimes things go wrong, and that will be why you came to us in the first place. Having come to us for help it would be upsetting for you if we made a mistake. We will always work in a way that makes that very unlikely, but occasionally things can slip, even for the best of us.
If something does go wrong, we’ll work with you to establish what has happened and how, and you’ll find us a "hands-up" sort of business. We won’t shy away from our responsibilities, nor will a complaint be handled with any less care or service than our core work.
Looking after our clients is what we have built our reputation upon and we won’t stop looking after you if something goes wrong.
Senior staff handle all complaints and our managers understand the need to respond quickly and effectively when a complaint is made. We have an effective complaint procedure in place: it’s not a process designed to wrap you up and waste your time in the hope that the issue will go away, but a process created specifically to get to the bottom of things, and move quickly and thoroughly to a resolution.
We have adopted the Law Society's Complaint Management Note of 16th September 2010. These guidelines ensure good practice in complaint handling and they provide an effective supplement to our own stringent complaint handling procedure.