We are devoted to providing a high quality legal service to all our customers.
When something fails, we need you to inform us about it. This will help us improve our requirements.
Our Complaints Procedure
If you have a problem, contact us with the details. Your complaint might be made in writing, by email, or by telephone.
What will occur next?
We will tape your problem in our central register and open a separate apply for your problem. We will likewise let you know the name of the person who will be handling your problem. We will do this within a day of receiving your complaint. Wherever possible, that person will not have actually been directly associated with the matter which is the subject of the grievance and will have authority to settle the grievance.
We will then begin to investigate your problem. This will generally include the following steps:
We will pass your grievance to our Client Care department, within 3 days.
The selected officer will then examine the matter and the information in your file. If needed, he might likewise talk to the appointed Solicitor and/or you. This will use up to 3 days from getting their reply and the file.
The officer will then report to you and ideally have the complaint resolved. Within 4 weeks of getting a problem, we will send you either:
A final reaction that properly deals with the grievance; or
A holding reaction, which explains why we are not yet in a position to solve the grievance and indicates when we will make further contact with you.
Within eight weeks of receiving a grievance we will send you either:
A final response with sufficiently deals with the complaint; or
A response which:
( I) discusses why we are still not in a position to make a last action, offering factors for the further delay and suggesting when we anticipate being able to offer a final reaction; and
( ii) notifies you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the hold-up.
We will let you know the result of the evaluation within 5 days of completion of the review. At this time we will write to you validating our final position on your grievance and discussing our factors.
Where we choose that redress is proper, we will offer you with fair compensation for any acts or omissions for which we are accountable and will abide by any number of redress which you accept. Proper redress will not always include financial redress.
If you are not satisfied with our response, or if a complaint is not solved after eight weeks, you might refer the complaint to:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0808 164 9451.
Email: enquiries@tenantreclaimuk.com.
If your problem is about the conduct of a member Solicitor, we will encourage you in connection with reporting the matter to the Solicitors Regulation Authority who is the body responsible for the regulation of Solicitors. If we have to alter any of the timescales above, we will let you know and discuss why. Must you have any questions about this policy, please call us: Tel: 0808 164 9451.
E-mail: claims@tenantreclaimuk.com.