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  • Complaints Policy

    Client Complaints Handling Policy

    At Julie McDonald Family Law we are committed to providing a high-quality legal service to all our clients. We will always do everything in our power to give you the best possible support but in the unlikely event that something goes wrong, we need you to tell us about it. This will help us to improve our standards.

    If you have a complaint, please send a letter or email to us detailing your concerns.

    What will happen next?

    Julie McDonald will deal with your complaint in the first instance. She will acknowledge receipt of your complaint within five working days of receiving it. Julie will also enclose a copy of this procedure and will ask you to confirm or explain the details of the complaint.

    Julie will then investigate your complaint. She will review your matter file and speak to any other member of staff who acted in this matter for you. Within 10 working days of sending you the acknowledgment letter and having received the details of the complaint from yourself, Julie will invite you to a meeting to discuss and hopefully resolve the matter. If you do not wish to attend a meeting this can also be discussed by telephone, or she can rely purely on the information that you have provided to assess the complaint, although the latter is not recommended as we would always wish to talk any issue through with you to ensure that we fully appreciate your concerns.

    Within five working days of the meeting or telephone discussion, Julie will write to you to confirm what took place and any solutions she has agreed with you. If you do not want a meeting or if it is not possible, Julie will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 10 working days of sending you the acknowledgement letter and having received the details of the complaint from you.

    At this stage, if you are still not satisfied, you should write to us again. Julie will then review her decision in the light of your on-going concerns. Following Julie’s review of her decision if you remain unsatisfied, we will ask Barbara Spoor a professional complaints manager to review your complaint and to respond to us within working 10 days. We will let you know the result of the review within 5 working days of the end of the review. At this time Julie will write to you confirming her final position on your complaint and explaining her reasons.

    If you remain dissatisfied, you are able to raise your complaint with The Legal Ombudsman (LeO) who can be contacted as follows: PO Box 6806, Wolverhampton WV1 9WJ, Tel: 0300 555033, Web: www.legalombudsman.org.uk. There are time limits for submission of a complaint to them. They will accept a complaint made within 6 years of the act or omission giving rise to the complaint, or within 3 years of the client being reasonably aware of the complaint, this time limit being applicable after 6 October 2010. Where the act or omission took place prior to 6 October 2010, the complaint must be raised with them within 3 years of when the client should have been reasonably aware of the complaint. In addition the client must raise the complaint within 6 months of the final response under the internal complaint procedure of the practice.

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

    Julie McDonald Family Law

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    Julie McDonald Family Law is authorised and regulated by the Solicitors Regulation Authority [number 607193].