Introduction
You may have asked for our complaints procedure or you may be receiving this because you have experienced a problem with our service.
If you have experienced a problem, thank you for bringing your concerns to our attention. We will do our best to address any dissatisfaction that you have experienced in using the services of this firm. Our primary objective is to put things right.
Our complaints policy
We are committed to providing a high-quality service to our clients.
This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint.
Our complaints procedure
As Sole Principal Miss Amanda Weaver is responsible for all complaints made against the firm. In the event that your complaint is against the work carried out by Miss Weaver she will outsource the handling of the complaint to an external law firm compliance expert. You can contact Miss Weaver by post at Bragborough Hall Business Centre, Welton Road, Braunston Daventry Northants NN11 7JG or by e-mail at amandaweaver@newleafsolicitors.co.uk .
It is helpful if you put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, she can be contacted by phone at 01788 555042.
If you have special needs which we should take into account due to language or disability, please let us know. We do also have a vulnerable clients policy which we will be pleased to copy to you on request.
To explain to you how long our process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.
| Action | Timescale |
| Acknowledge the complaint in writing and send a copy of the complaints procedure | Within two working days |
| Invite you to a meeting or to discuss the issues by telephone | Within two working days |
| Confirm the outcome of the meeting or telephone conversation in writing | Within three working days of the meeting/telephone conversation |
| Investigate the issues | Within 14 days of receiving the complaint |
| If a meeting/telephone discussion is not possible or required: Investigate the issues and write to you with the outcome |
Within 21 days |
| Review and close the complaint | Within 8 weeks of receiving the complaint |
Legal Ombudsman
If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.
In addition, you should be aware that the Legal Ombudsman will be unlikely to accept your complaint if it is received more than one year from the act/omission; or one year from when the complainant should reasonably have known there was cause for complaint
The address is PO Box 6167, Slough SL1 0EH, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.
Alternative complaints handling bodies such as ProMediate are competent to deal with complaints about legal services if you wish use such a scheme and if we also agree to do so. You should note that we are unlikely to agree to take part in this process.
If your complaint is against the level of fees charged by this practice there is an alternative process of requesting an assessment at court. For more details of this process please see your terms of business or ask for further information.
