Complaints procedure

Complaints Policy

This information leaflet provides guidance regarding Tayntons complaints policy.

Overview

We are committed to providing a high quality legal service to our clients. If you are unhappy about the service you received then please tell us why. We can see if we are able to resolve any issues. It will also help us to improve our standards.

Complaints procedure

If you are unhappy with the level of service, or the bill, you have received then please discuss this with person dealing with your case. In the event that this does not resolve matters then please write to us with full details of your concerns.

Our client care partner, Christopher Price, has responsibility for dealing with complaints and this policy. You can write to him at 8 – 12 Clarence Street, Gloucester, GL1 1DZ or you can email him at christopher.price@tayntons.co.uk.

What happens next?

Upon receipt of a complaint our client care partner will:

  1. Attempt to speak to you to discuss the matter
  2. Write to you within 5 working days to acknowledge your complaint and let you know how it will be handled confirming the name of the person dealing with it
  3. Record your complaint in our central register and open a separate file
  4. Investigate your complaint
  5. Provide you with a full reply with a full and honest explanation of our decision within a further 10 working days

Further action

If you remain dissatisfied with the handling of your complaint, or the solution, offered you may ask for it to be reviewed by another partner. The reviewing partner would be independent of the matter and confirm their views within a further 5 working days.

Legal Ombudsman

In the event that you are still not satisfied you can ask the Legal Ombudsman to look into the matter.

They have time limits for making a complaint to them. Normally you would have to make a complaint to them within 6 months of receiving a final written response from us about your complaint or within 6 years of the act or omission you are complaining about, or 3 years from the date you should reasonably have known there were grounds for complaint.

The Legal Ombudsman deals with complaints from individuals, small businesses, personal representatives and beneficiaries of estates and (subject to some exceptions) trustees, charities, members clubs and associations.

The Legal Ombudsman will not normally accept a complaint unless we have been given the opportunity to respond first. However you can escalate matters to the Legal Ombudsman if:

  • The complaint has not been resolved to your satisfaction within 8 weeks from the date it was made; or,
  • The Legal Ombudsman considers there are exceptional reasons to consider the complaint sooner, or, without it having been made to the firm first; or,
  • Where the Legal Ombudsman considers the resolution through our internal procedure is not possible due to a breakdown in the relationship between you and the firm.

The contact details for the Legal Ombudsman are: The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ; telephone 0300 555 0333; email enquires@legalombudsman.org.uk. If you are calling from overseas, then, please call +44121 245 3050. For the minicom call 0300 55 1777.

Please note that the Legal Ombudsman may not deal with a complaint about your bill if you have applied to the court for assessment of the bill.

Are there any alternatives to the Legal Ombudsman

There are alternative complaints bodies which can deal with complaints about legal services where both you and Tayntons agree to use such a scheme.

Details of these bodies can be found at the European Commission’s online dispute resolution website http://ec.europa.eu/odr.

However, in our experience, the Legal Ombudsman’s scheme is the most suitable to deal with any complaints about legal services.

To contact us please call 0800 158 4147, 03330 145451, email info@tayntons.co.uk or use our