EVERATT’S LLP - COMPLAINTS HANDLING PROCEDURE


EVERATT’S LLP - COMPLAINTS HANDLING PROCEDURE 

Our Complaints Handling 

We are committed to providing a high quality legal service to all our clients. If something is not to your satisfaction we need you to tell us about it. This will help us to improve our standards. 

Our Complaints procedure 

If you have a complaint, write to Mr Shilan N. Shah with the details. 

What will happen next? 

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint. 
  1. We will record your complaint in Everatt’s central register and open a separate file for your complaint. We will do this on the day of receiving your complaint. 
  1. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within 5 working days of your reply. 
  1. We will then start to investigate your complaint. This will normally involve the 

following steps:- 

  1. Mr Shah will then write to you and hopefully resolve your complaint. He will do this within 5 working days. 
  1. If you are still not satisfied you can write to us again.
  2. Another member of staff will review the decision made within 10 working days and obtain the advice of the Law Society if necessary. 
  1. We will write to you to confirm our final position. If you are still not satisfied after 28 days you can contact the Legal Ombudsman by calling 0300 555 0333 or email enquiries@legalombudsman.org.uk or post to Legal Ombudsman PO Box 6806, Wolverhampton WV1 9WJ. 

NOTE: If we have to change any of the timescales above, we will let you know and explain why.