Complaints Policy

1.     We at Haworth & Gallagher strive to provide an excellent service to our clients.

2.     We hope that we will always meet or exceed a client’s expectations so that they do not feel the need to complain, however accept that sometimes clients can be dissatisfied with the service provided or results achieved.

3.     Should a client express dissatisfaction, this will initially be dealt with by the person with conduct of the matter on behalf of the client.

4.     If the client then escalates to raising a formal complaint, this will be dealt with by the Practice Manager.

5.     I the Practice manager is unable to resolve the complaint to the satisfaction of the client, then it can be escalated to Anthony Nelson, Senior Partner and COLP, for further investigation.

6.     All complaints will be dealt with as follow;

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  Action                                                                                          Timescale

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  Acknowledge complaint in writing                             Within 5 working days

  and send a copy of the

 complaint’s procedure                       

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  Investigate the issues                                        Within 14 days of receiving the

                                                                                             complaint whenever possible

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  Provide a written response to               On conclusion of investigation within

 the client                                                                28 days of receiving the complaint

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   Review and close the complaint                      Within 8 weeks of receiving

                                                                                                         the complaint

_______________________________________________________________________________

7.     If it is not possible to adhere to the above deadlines, the Practice Manager will write to the client to explain why and to provide a new date by which a response will be provided.

8.     The response to the client will;

•   Attempt to meet the client’s concerns;
•  Identify the causes of the complaint;
• Offer an appropriate apology/redress; and
•   Instigate corrective action if appropriate, which may involve training, disciplinary action and/or changing office procedures.

9.     Upon conclusion of the internal processes, the client will be advised that the complaint can be forwarded to the Legal Ombudsman, who will investigate within 6 months.