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 about our service or a bill that we have rendered on or both, please contact us with the details.

The person to contact is Emma Post, and she can be reached at:

Address:         Oriel House, 26 The Quadrant, Richmond, Surrey TW9 1DL

Email:              emma@ne-familylaw.co.uk

Tel:                  020 3924 8462

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within 14 days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to Emma Post who will review your file and speak to the member of staff who acted for you.

3. Emma Post will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 28 days of sending you the acknowledgement letter.

4. Within 14 days of the meeting, Emma Post will write to you to confirm what took place and any solutions she has agreed with you.

5. If you do not want a meeting or it is not possible, Emma Post will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Nicola Beale to review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

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

9. If you are still not satisfied, you can then contact the Legal Ombudsman at:

PO Box 6806

Wolverhampton

WV1 9WJ

Tel: 0300 555 0333 or 0121 245 3050

Email: enquiries@legalombudsman.org.uk

There are time limits within which complaints must be made to the Legal Ombudsman, as indicated below.

Generally speaking, your complaint should be made to the Ombudsman no later than 12 months from when the problem occurred or from when you should reasonably have become aware of the problem.

Additionally, you should make your complaint to the Ombudsman within six months of receiving a final response from us following the complaint that you have made to us.

Normally, your complaint needs to fall inside both rules if the Ombudsman is going to investigate it.

If you would like more information about the Legal Ombudsman, please contact them.

If you are concerned about our behaviour, you can also raise your concerns with the Solicitors Regulation Authority.