Complaints handling policy

Complaints handling policy

Our complaints policy
We are committed to providing a high quality legal service to all our clients. If 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 complaint, please contact Jonathan Stittle, our client care partner to provide him with all the relevant details, in writing at Taylor&Emmet LLP, 20 Arundel Gate, Sheffield S1 2PP, by email at jonathan.stittle@tayloremmet.co.uk or telephone 0114 218 4049.
If Jonathan is on holiday, please contact his secretary, Sue Garland, on 0114 218 4114 or sue.garland@tayloremmet.co.uk and she will refer your complaint to another partner who will deal with it until Jonathan returns.

What will happen next ?

1	Within three working days of receiving your complaint we will send you a letter of acknowledgement and it will be recorded in our central register. A complaint file will be opened and we will send you a copy of this procedure.
2	We will then investigate your complaint and this will involve one or more of the following steps:-
a)	We will examine the file concerned and discuss the matter with the member of staff who acted for you within one working week, where practicable, but as soon as possible thereafter if not. For example, if the fee earner concerned is on holiday.
b)	If further information is needed, we will tell you how long it is likely to take us to complete our investigation and keep you informed of developments.
3	Within two days of the conclusion of our investigations, we will send you a detailed written reply to your complaint setting out our initial views and any solution we propose. We will also invite you to discuss the matter with us..
4	Within 3 days of a meeting, where one is held, Jonathan or another partner in his absence, will write to you to confirm what took place and any solutions we have agreed with you.
5	At that stage, if you are still not satisfied you should contact us again and we will arrange for another partner to review the decision.
6	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.
7	If you are still not satisfied, you can then contact the Legal Complaints Service at Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire CV32 5AE. Any complaint to the Legal Complaints Service must usually be made within six months of the date of our final decision. For further information, contact the Legal Complaints Service on 0845 608 6565 or refer to www.legalcomplaints.org.uk.

*NB: If we have to change any of the time scales above, we will let you know and explain why.