Excello Law Complaints Handling Procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details.
What will happen next?
1. We will acknowledge receipt of your complaint within three (3) working days of receiving it and provide you with a copy of this procedure. We will also log your complaint centrally.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care director, who will review your matter file and speak to the member of staff who acted for you. As part of our investigation the person who is dealing with the complaint may contact you to seek further information, documentation, or clarification of the complaint.
3. If deemed necessary, the client care director will invite you to a meeting (which may be in person, or as appropriate, via available video conferencing facilities) to discuss and hopefully resolve your complaint. The client care director will do this within fourteen (14) days of sending you the acknowledgement letter. There is no requirement to attend a meeting if you do not wish to.
4. If a meeting has taken place, the client care director will write to you within three (3) working days to confirm what took place and any solutions that have been agreed with you.
5. If the decision is taken to not meet, the client care director will write to you setting out the results of our investigation and what, if any, action we propose to resolve the matter. We aim to provide this response within twenty-one (21) days of sending you our acknowledgement letter. If for any reason we are unable to meet this timescale we will contact you to notify you of the reason and confirm a revised timescale.
6. If you inform us that you are satisfied with our proposed resolution, we will close your complaint on our central register. If, however, you notify us that you are still not satisfied, we will contact you to discuss your complaint further and aim to reach resolution. Following this communication, we will provide you with our final response to your complaint within ten (10) working days.
7. If you are still not satisfied, you can then contact the Legal Ombudsman Service at PO BOX 15870, Birmingham, B30 9EB about your complaint. Before making a complaint to the Legal Ombudsman it is a requirement that you have raised your complaint with us first and given us 8 weeks to investigate and provide you with our final response. . The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk. (Please note that alternative complaints bodies (such as Ombudsman Services which can be found at http://www.consumer-ombudsman.org) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme). Please note that if we have offered a service payment as part of our resolution and you have banked the payment the Legal Ombudsman may not accept your referral to them under their scheme rules.
If we have to change any of the timescales above, we will let you know and explain why.