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Complaints Procedure
Complaints Procedure

OUR COMPLAINTS POLICY 

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.

OUR COMPLAINTS PROCEDURE

If you have a complaint, please write to Mr Dennis McKiddie who is a Consultant with Catteralls and deals with any complaints about our services.

Mr McKiddie (or other staff member) will then liaise with the appropriate Head of Department. 

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 (if appropriate). We will let you know the name of the person/people who will be dealing with your complaint.  You can expect to receive our letter within two days of us receiving your complaint.
  2. We will record your complaint in our central register and open a file for your complaint. We will do this within two working days of receiving your complaint.
  3. We will then start to investigate your complaint. This may involve one or more of the following steps.
  • We may ask the member of staff who acted for you to reply to your complaint within five working days.
  • We may examine their reply and the information in your complaint file. We may then ask them for more information.  This will take up to three working days from receiving their reply and the file.
  1. We may feel it beneficial to invite you to meet with us to discuss and hopefully resolve your complaint. We will do this within three working days of receiving all the details we need from the member of staff who acted for you.
  2. Within three working days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.

If you do not want a meeting, a meeting is not possible or a meeting is considered to be not necessary, we will send you a detailed reply to your complaint.  This will happen within five days of us completing our investigation.

  1. At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision.  This will happen in either of the following ways:
  • The person/people involved will review the decision within five working days.
  • We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within 10 working days.
  1. We will let you know the result of the review within five working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.  Should you still not be satisfied with the outcome of your complaint, you are entitled to contact the Legal Ombudsman within twelve months from the date of conclusion of your complaint.  Contact details for the Legal Ombudsman are:
  • E-mail Enquiries @legalombudsman.org.uk
  • Web Site Legalombudsman.org.uk
  • Telephone 0300 555 0333
  • Address P O Box 6806, Wolverhampton, WV1 9WJ

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

Updated Oct 2010

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