As of January 2022
Travlaw Legal Services Limited
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. An initial conversation is often the best way to resolve any concerns you have. However, if you are one of our clients and do wish to make a formal complaint then the following is our policy.
Our complaints procedure
If you have a complaint, please contact us in writing with the details.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within seven days of us receiving the formal complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Managing Partner, who will review your matter file and speak to the member of staff who acted for you. If your complaint concerns the Managing Partner then please contact our Senior Partner.
3. The Managing Partner will then invite you to a meeting (either in person, or by telephone/video) to discuss and hopefully resolve your complaint. We aim for this to be within 4 days of sending you the acknowledgement letter.
4. Within five days of the meeting, our Managing Partner will write to you to confirm what took place and any solutions they have agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 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 another Partner 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. At the end of the first tier of the complaints process we will:
a) Continue to liaise with you if that seems appropriate.
b) If we feel we cannot resolve your complaint we will confirm that in writing at that stage.
c) Provide you with the details of our suggested, independent ADR provider should be both wish to use an ADR scheme. That is ProMediate of http://www.promediate.co.uk/ – further details on their site.
d) Provide you with the details of the Legal Ombudsman who can be contacted at: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, or alternatively at 0300 555 0333. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information contact the Legal Ombudsman (www.legalombudsman.org.uk).
If we have to change any of the timescales above, we will let you know and explain why.