Our Complaints Policy
Geoffrey Tew & Co Limited are committed to providing a high quality legal service to all our clients. When something goes wrong we need our clients to tell us about it. This will help to improve our standards.
Our Complaints Procedure
If you have a complaint please contact Mrs Lucy Fairbrother who is the person responsible for dealing with client care issues. You can contact her by post at 173 London Road Leicester LE2 1EG or via email at lucy@geoffreytew.co.uk
What will happen next?
- We will send you a letter or email acknowledging receipt of your complaint within a maximum of three days of us receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve reviewing your file and speaking to the member of staff who acted for you. If your complaint relates to a matter where the file has been closed we may need to obtain your file from our strong room which may take 1 – 2 days.
- Mrs Lucy Fairbrother will send you a detailed reply to your complaint including her suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.
- At this stage if you are still not satisfied you should contact us again.
- We will write to you again within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied you can contact the Legal Ombudsman (LeO) at the Office for Legal Complaints Contact information:
enquiries@legalombudsman.org.uk;
www.legalombudsman.org.uk;
telephone no: 0300 555 0333;
address: Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ
NOTE: The Legal Ombudsman can accept complaints up to 6 years from the date of the act/omission or 3 years from when the complainant should have known about the issue. You can also complain to the LeO if our complaints process has taken 8 or more weeks to complete.
Alternative ways to complain:
Council for Licensed Conveyancers
Conduct Complaints should be sent to:
Contact: Council for Licensed Conveyancers, CAN Mezzanine
49-51 East Road London N1 6AH email: clc@clc-uk-org
ADR (Alternative Dispute Resolution)
In addition to the complaints procedure set out above and further recourse to the LeO it is now possible to use an additional ADR entity which has been certified under the EU Consumer ADR Directive. The Department for Business, Innovation and Skills has confirmed that the following ADR entities are available to deal with disputes in the legal services sector: Ombudsman Services (www.ombudsman-services.org), ProMediate (www.promediate.co.uk) and Small Claims Mediation (www.small-claims-mediation.co.uk)
Consumers may be able to make an application for a grant out of the CLC Compensation Fund https://www.clc-uk.org/consumers/compensation/