Complaints Procedure
Our procedure for complaints is as follows:
1. If you have a complaint, please contact Simon Hughes who is one of the Partners in our firm (unless your complaint relates to Mr Hughes – in that situation, please write to Xavier Patterson). You can write to Mr Hughes at Bramhall Solicitors of Errwood House, 212 Moss Lane, Bramhall, Cheshire SK7 1BD or e-mail him on simon@bramhallsolicitors.co.uk. The complaint will be considered by the Partner you contact who, for the purposes of this summary of our complaints procedure, is called the “Client Care Partner”.
2. We will send you a letter acknowledging your complaint and may ask you to confirm
or explain the details.
3. Within five working days of receiving your complaint we will start to investigate your
complaint. This may involve one or more of the following steps:
- We may ask the executive who acted for you to reply to your complaint within 15 working days and may ask them to provide a written report.
- We will examine their reply and the information in your file. We may then ask the executive concerned for more information. This will take up to 7 working days from receiving their reply and the file.
4. We may invite you to meet with the Client Care Partner to discuss and hopefully resolve your complaint. We will do this within 7 working days of receiving all the details we need from the executive who acted for you.
5. If a meeting takes place we will write to you within 3 working days of that meeting to confirm what took place and any solutions we have agreed with you.
6. If you do not want a meeting or no meeting is necessary we will send you a detailed written reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 7 working days of the completion of our investigation of your complaint.
7. At that stage, if you are still not satisfied, you can write to us again requesting a review.
8. We will let you know the result of the review within 14 working days of the date that any review is requested. At the point when our review is concluded we will write to you confirming our final position on your complaint and explaining our reasons. If we have to change any of the time scales above (e.g. in the event of illness or holiday commitments), we will let you know and explain why.