Complaints Policy & Procedure           vJan09 Policy Statement Wallace Robinson & Morgan is 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. Procedure If you have a complaint, please contact Paul Hughes, our Client Care Partner. You can write to him at 4 Drury Lane, Solihull, West Midlands, B91 3BD. Mr Hughes will pass your complaint to the partner in charge of the department involved in your complaint. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why. What will happen next? 1. Within seven days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint. 2. We will then record your complaint in our central register. We will also investigate your complaint by examining the relevant file. 3. If appropriate we will then invite you to meet Paul Hughes to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, Mr Hughes will write fully to you setting out his views on the situation and any redress that we would feel to be appropriate. 4. Within seven days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. 5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways. - Paul Hughes will review his own decision. - We will arrange for someone in the firm who has not been involved in your complaint to review it. - Tim Langford will review your complaint within 10 days. - We will ask our local law society or another local firm of solicitors to review your complaint. We will let you know how long this process will take. - We will invite you to agree to independent mediation. We will let you know how long this process will take. 6. 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. We will also give you the name and address of the Legal Complaints Service. If you are still not satisfied, you can contact them about your complaint. We very much hope that this will not be necessary.                                                         Web design: cre8ted