Berry Redmond Gordon & Penney take every complaint made by a client seriously. For that reason, we have in place a procedure to ensure that a complaint is dealt with fairly and within a reasonable timescale.
The details of how your complaint will be dealt with is as follows:
- It is generally more satisfactory to receive a complaint in writing to the Head of Department:
- Conveyancing – Christopher Georgiou
- Criminal / Family – Emma Wildblood
- Probate – Jane Banks/Christopher Georgiou
This ensures that all aspects of the complaint may be addressed.
- Upon receipt of the complaint, it will be seen by the complaints handler and logged in the firms Complaints Register.
- The complaint handler will acknowledge the initial complaint in writing as soon as possible, or at least within 7 days of receipt. The letter will detail the timescale for responding to the complaint in full.
- The timescale will depend on the nature of the complaint and the size of the file to be investigated.
- Following that investigation, you will receive a letter detailing as fully as possible your complaint. It will outline the action the firm will take and it will identify whether the complaint has highlighted any flaws in our systems which require action to avoid the same situation in the future.
- You will not be charged for the time spent in investigating your complaint.
- Our aim is to resolve any problems which arise as openly and as quickly as we can.
If the complaint cannot be dealt with to your satisfaction, you still have the right to complain to the Legal Ombudsman at
PO Box 6806
Tel: 0300 555 0333
or the Solicitors Regulatory Authority
199 Wharfside Street
Tel: 0870 606 2555
Please note: You have one year from the date of the act/omission that is being complained about or one year from the date you should have reasonably known there were grounds for complaint, to complain to the Legal Ombudsman.