TMT Legal Services Complaints Policy
1. If you have any complaint about the way in which you matter has been dealt with this is the procedure which will be followed.
2. A complaint is an oral or written expressions of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.
3. We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to resolve the issue with the person who has been dealing with you, please contact Tracey Matthews (Senior Partner) on compliance@tmtlegalservices.co.uk or 0333 188 4758.
4. Once we have received any complaint, Tracey Matthews will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (this should be not more than 28 days after we received your complaint). If you have made the complaint verbally either at a meeting or on the telephone - we will set out in our full response our understanding of the nature of your complaint
5. The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly.
6. If you are dissatisfied with any aspect of our handling of your complaint, Claire Terrill (Managing Partner) will conduct a separate review. You will be told about the conclusion of this review within 28 days.
7. If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further: Tel no: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: http://www.legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806. Wolverhampton WVI 9WJ
8. Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it.
9. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must refer your concerns to the Legal Ombudsman within six months of our final response to you.
10. The Legal Ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.
11. Alternative complaints bodies such as Ombudsman Services www.legalombudsmen.org.uk exist to deal with complaints about legal services should both you or our firm wish to use such a scheme. We agree to use the Legal Ombudsmen Service.