Our complaints handling policy

Longden Walker & Renney 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.

Our complaints handling procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Contact Director Dermot Kirkwood

What will happen next?

1.      We will send you a letter acknowledging receipt of your complaint within five days of your raising your concerns, enclosing a copy of this procedure.

2.      We will then investigate your complaint. This will normally involve passing your complaint to Director Dermot Kirkwood. If the complaint is over the way a case has been handled from a technical point of view, Mr Kirkwood will register your complaint then pass the matter to a Director in the Department that handled your case who will review your matter file and speak to the member of staff who acted for you. If the complaint is a non technical matter then Mr Kirkwood will review your matter file and speak to the member of staff who acted for you.

3.      You will then be invited to a meeting (either in the office or by telephone, whichever is more convenient to you) to discuss and, it is hoped, resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.

4.      Within three days of the meeting, we will write to you to confirm what took place and any solutions that we have agreed with you.

5.      If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including any suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6.      At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another Director to review the decision.

7.      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.

8.      If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.