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Complaints Policy...

Complaints procedure

At Low-priced Law we strive to deal with our customers with a sympathetic ear, but we accept that on occasions we do not meet the standards that we set ourselves.

What we ask of you

We would ask that you direct your complaint to the Office Manager or to whichever member of our staff you feel most comfortable speaking to. It would help if you could explain what happened, when, where, who was involved, what was the outcome, and what you would like us to do.

Please remember that we are bound by confidentiality and if you want us to discuss matters with someone else who is complaining on your behalf, we will need you to confirm that this is acceptable to you

We would ask that you let us know if there is anything that you do not understand. If that is the case, then you may be able to get help from the Independent Complaints Advocacy Service or from an interpreter

What we will do

Within 48 working hours of your complaint we will acknowledge the same and confirm with you how we would propose that the matter is dealt with. We would aim to arrange that any investigation of your complaint is undertaken by a person not connected with the subject of your complaint. If we feel that this can only be accomplished by the employment of an external investigator, we will inform you.

We will attempt to agree with you what issues you are complaining about and what you expect to happen. Where appropriate we will offer to meet with you so that we can agree the way forward

We will agree with you a time table in which we would hope to investigate matters that you have raised or where you can respond to matters that we raise. If we cannot meet with you we will inform you how we intend to investigate the matters that you have raised.

We will endeavour to ensure that we explain ourselves in a language that you can understand.

We will carry out an impartial investigation, proportional to the complaint that you have raised.

We will arrange for the person responsible for overall supervision of complaints “The Responsible Person” to write to you within the agreed timescale with a summary of the facts that we believe were complained about, our findings and what action we would propose as a result of those findings.

At all times we will treat you with respect and courtesy and we ask in return that you treat the members of staff at Low-priced Law with the same 

If you are not satisfied

If you are not satisfied with the way that we have dealt with your complaint and our findings or the procedures that we have adopted you have the right to take the matter further by a complaint to the Claims Management Regulator with whom we are regulated. Further Information can be found through The Ministry of Justice

 If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong.