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Complaints
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.
Dealing with your Complaint
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.
Download:
Our Complaints Policy
We're open to feedback at all times, throughout dealing with your claim, when we’ve concluded our work and if you have a complaint. If you have a complaint, we’ll listen and we’ll look at things from where you’re standing. If there’s a problem we’ll acknowledge it, explore why and how the problem came about and then we’ll work to resolve it.
If we’ve been deficient in any way we will apologise and if necessary we will take remedial or corrective action. We will not pass any costs related to handling your complaint on to you. If financial compensation is appropriate it will be paid to you.
ACCREDITATION
We are a founder member of the Motor Accident Solicitors Society (MASS), a recognised Investor in People and ISO:9001 quality accredited.
A list of Law Society personal injury panel members is available on our Regulation page.
