Complaints Handling Procedure
Our complaints policy
Nantes 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 procedure
If you have a concern or a complaint, please write to us at the following address as soon as you are aware of the problem so this can be addressed:
Mr Tim Glover
69 The Esplanade
Telephone: 01305 771000
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to one of our Directors, who will review your matter file and speak to the member of staff who acted for you.
- If we believe it is necessary we may then invite you to a meeting to further discuss and, it is hoped, resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
- If you attend a meeting with us, the Director dealing with your complaint will write to you to confirm what took place and any solutions he has agreed with you within 5 days of the meeting.
- If you do not want a meeting, or it is not possible or necessary, the Director dealing with your matter will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- 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 a different 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, you can then contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within a reasonable time of your becoming aware of the problem, or within a reasonable time from the end of the matter. The Legal Ombudsman has a Policy which sets out the timeframes in which they would expect you to raise any complaint with them. For further information, you should contact the Legal Ombudsman on 0300555033 or by e-mail firstname.lastname@example.org or refer to www.legalombudsman.org.uk
If we have to change any of the timescales above, we will let you know and explain why.