R W HEMMINGS & CO SOLICITORS
40 HINCKLEY ROAD, LEICESTER, LE3 0RB
Our Complaints Policy
We always endeavour to provide a high quality legal service to all our clients but when this does not occur we do need to know where we have failed you as this will help us to improve our standard in the future.
Our Complaints Procedure
If you have a complaint, please contact us either by telephone, or in writing, with the details.
What will happen next?
1. We will send you a letter acknowledging your complaint and, if necessary, we may ask you to confirm or explain further details. We will tell you the name of the person who will be dealing with your complaint. This will usually be the complaints partner, S N Gangani. You can expect to receive our letter together with a copy of our complaints procedure within seven working days of us receiving your complaint.
2. We will record your complaint in our central register and we will do this within the above seven day period.
3. We will then start to investigate your complaint. This will normally involve the following steps:-
a. The complaint will pass to our client care partner, S N Gangani;
b. He will investigate your concerns; and
c. He will then examine the response and the information that you have provided. He will review the file personally concerning the complaint and this will take place within ten working days of our acknowledgement letter to you.
4. The client care partner will then write to you with a full response to the complaint you have made within 21 days of our receiving your complaint. If that does not resolve the complaint to your satisfaction, then we will invite you to a meeting with the client care partner to discuss your complaint more fully with a view to resolving this with you. The meeting will be arranged within 14 working days of our letter of response.
5. Within one week of the meeting, S N Gangani will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting to take place, or it is not possible, then you will be asked in what way you would like the complaint resolved.
6. For any complex matters the time limits specified above for each stage of our complaints procedure will be extended by up to two weeks.
7. If matters cannot be resolved within the above procedure, then we will agree to review our decision and this will happen in the following ways:-
a. Another fee earner of the firm will review the decision made by S N Gangani, the client care partner, within ten days.
b. If you are still not satisfied, you can then contact the Legal Ombudsman Service at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman Service must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman Service on telephone number 0300 555 0333 or refer to www.legalombudsman.org.uk.