MEDWAY LAW COMPLAINTS PROCEDURE
Any expression of dissatisfaction about the service you have received from Medway
Law will be considered seriously and we will ensure that we respond promptly to any
Medway Law is committed to providing a professional, efficient and courteous
service to all our clients. If you feel that we have failed to achieve an acceptable
standard of service we want you to tell us. We regard it as an opportunity to monitor
and improve our quality of service. We will investigate your concerns objectively and
try to generate a positive and speedy solution.
What To Do If You Have A Complaint About The Service We Have Provided
In the first instance you should contact the person dealing with your case. This is
usually the person named in the initial letter we sent to you at the start of your
matter. You can do this either by telephone, in writing or by email. Your complaint
will be acknowledged upon receipt within two working days. In most cases the
person dealing with your matter will be able to resolve your concerns immediately. If
this is not possible we aim to provide a full response within seven business days. If
the matter is complex you may have to wait a little longer but we will always write to
you within seven business days to provide a full update on progress. We will give
you an estimate as to when we can provide a full response and this should not be
more than 28 days after we receive your complaint.
If you are not happy with the reply provided by the person normally dealing with your
case you can refer the matter to his or her supervisor. The name of the supervisor
will also be found on your initial correspondence. The supervisor will consider your
complaint and carry out an investigation and will provide a proposed solution within
ten business days. If the matter is complex and it takes longer to deal with your
complaint, we will contact you within ten business days to give you an approximate
timescale of when you can expect a response. If we believe it would be helpful, we
may suggest a meeting.
If, following investigation by the supervisor, you remain dissatisfied with the response
then your complaint may be referred to the Head of Legal Practice, John Coulter,
who will ensure that your complaint about the service provided by Medway Law is
carefully examined and resolved as quickly as possible. You will be told about the
conclusion of this review within 28 days.
Please note that a record of all complaints received and the action taken as a result
Referral To The Legal Ombudsman
If you are not satisfied with the final response of our Practice Manager you may refer
your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be
made to them within six years from the date of the act/omission about which you are
concerned, or three years from when you should have reasonably known there are
grounds for complaint. The Legal Ombudsman will usually only consider a complaint
if our internal complaints procedure has been exhausted within the last six months.
You may also refer your complaint to LeO if our own complaints process has taken
eight weeks to complete.
The Legal Ombudsman’s contact details are as follows:
Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Minicom: 0300 555 1777
PO Box 6806