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. We want you to tell us if you feel this hasn’t been achieved.
We pride ourselves on our reputation for delivering excellent client service, but we also recognise that mistakes can and do happen and that, occasionally, our people may not establish or effectively meet client expectations. Where this is the case, we will work with you to try to resolve the matter quickly and fairly. This will help us to improve our standards.
The lawyer dealing with your case should be able to answer your immediate queries but, if this not the case, you should follow our complaints procedure.Â
If you have a complaint, please contact our complaints partner at Anthony Gold, The Cottons Centre 5th Floor, South-West Hay’s Lane London SE1 2QG or at complaints@anthonygold.co.ukÂ
If you feel unable to write a detailed letter or email, we will be happy to arrange a telephone call for you to tell us about the issue.Â
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The timescales for dealing with your complaint will vary depending on the complexity of the matter. The timescales stated below show our target length of time you will be expected to wait for a response.
Step 1: We will send you a letter or email acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter or email within three working days of us receiving your complaint.
Step 2: We will record your complaint in our central register and open a file for your complaint. We will do this within a day of receiving your complaint.
Step 3: We will then start to investigate your complaint. This may involve one or more of the following steps:Â
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Step 4: At this stage, if you are still not satisfied please let us know. We will arrange to review our decision. This will happen in one of the following ways:Â
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Step 5: We will let you know the result of the review within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.Â
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Our Client Services Manager may then contact you within 7 days to check you are satisfied with our response. Your feedback will be used to inform our ongoing training and development for our lawyers and staff. Our Client Services Manager is not a Complaints Partner.Â
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Step 6: The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within six months of our final response to you and within one year of you realising there was a concern. If you would like more information about the Legal Ombudsman, please contact them.Â
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Contact detailsÂ
Visit: www.legalombudsman.org.ukÂ
Call: 0300 555 0333 between 9.00 to 17.00.Â
Email: enquiries@legalombudsman.org.ukÂ
Legal Ombudsman, PO Box 6167, Slough SL1 0EHÂ
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The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Â
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.Â
Step 7: If we have to change any of the timescales above, we will let you know and explain why.Â