GRINDALL & HANNA COMPLAINTS PROCEDURE

If at any time you have a concern or complaint about the service or advice you receive from us, we hope that you will be able to resolve it informally by talking to the partner dealing with your matter or, if you consider that this would not be an effective way to raise the issue, then please call the other partner. If that is not possible, there is a formal procedure which you can follow.

If you need to use this procedure, it will be dealt with in complete confidence. Every attempt will be made to listen to your case sympathetically and to reach a satisfactory conclusion. There are three stages to follow and because it is important to deal with any problem or complaint speedily, there are certain time limits which have been set for the operation of the procedure.

Stage One

Set out your complaint in writing and send it to the Partner you have been dealing with who will arrange to consider the matter and discuss your concerns with you (in a meeting, if that is desirable) within five working days. If possible, the matter should be resolved at this meeting. Within three working days after the discussions or meeting, you will be sent a letter confirming the discussions and giving an answer to your complaint.

Stage Two

If the matter is not resolved at stage one, you should ask for the complaint to be considered by the other Partner. The complaint will again be considered and discussed with you and with the Partner who has been responsible for your file. This should take place within 10 working days of the first discussions or meeting unless there is a good reason for the delay such as annual holidays. Within three working days after the stage two discussions or meeting, you will be sent a letter confirming the discussions and summarising the outcome of those discussions.

Stage Three

If the matter still remains unresolved after Stage Two, you can notify the firm that you are still dissatisfied and require the Partners to review the matter again. The review will be carried out by both partners within 10 working days of the second discussions or meeting unless there is a good reason for the delay and, if necessary, following further discussions with you. The decision made after reconsideration will be the final decision of the firm.

Consumer Complaints Service

If you remain dissatisfied with the situation after it has been dealt with under the firm’s internal procedures, you will be given the details of the Consumer Complaints Service of the Law Society to whom you may refer the matter.

Details of their procedures can be provided on request.