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Our complaints policy
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.
Our complaints procedure
If you have a complaint, please contact the Director responsible for dealing with complaints as named in our client care letter. If you do not have those details please contact Martin Roberts our Complaints Director, at our office at Hays House, 25 Albion Street, Hanley, Stoke on Trent, ST1 1QF.
What will happen next?
- We will send you a letter 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 within 3 days of us receiving your complaint.
- We will record your complaint in our central register and open a file for your complaint.
- We will then begin to investigate your complaint. This will normally involve passing your complaint to our Complaints Director, Martin Roberts, who will review your matter file and speak to the member of staff who acted for you.
- Martin Roberts will then write to you with his findings within 21 days of sending you the acknowledgement letter. However, if the complaint is complicated further time may be needed. If so, Martin Roberts will write and tell you and set another time limit.
- We may invite you to a meeting to discuss, and hopefully resolve, your complaint. Normally, we would do so at the same time as we write to you with our findings as referred to in paragraph 4 above. If you do not want a meeting or it is not possible, we will write to you with our suggestions for resolving the matter at the same time as we write to you with our findings or within 14 days of you indicating that you do not want a meeting or such a meeting is not possible.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director to review the decision.
- We will write to you 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 with our handling of your complaint you can ask the Legal Ombudsman (address : PO Box 6806, Wolverhampton, WV1 9WJ (website: firstname.lastname@example.org, telephone: 0300 555 0333), to consider the complaint. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the matter complained of or alternatively three years from the date when you should reasonably have known that there was a cause for complaint.
- Alternative complaints bodies, such as pro-mediate (promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and we wish to use such a scheme. We currently do not use any alternative complaints bodies to resolve complaints. Unresolved complaints about our services will be dealt with by the Legal Ombudsman under the Statutory Complaint Scheme.
- If we have to change any of the timescales above, we will let you know and explain why.
Non Client Complaints
Non-clients of Tinsdills who wish to complain about the conduct of the firm, or its employees, should contact the Complaints Director. The Complaints Director will then contact you to explain how we will deal with your complaint.