June                     2020

                                 

COMPLAINTS POLICY

 

 

 

LMC LAW LIMITED

8 PETERBOROUGH ROAD, HARROW, HA1 2BQ

Company Registered in England and Wales

Registration Number 08977566

 

 

 

POLICY STATEMENT

In general the advice and services provided by LMC Law are well received and effective however on occasions clients may be unhappy with the advice or service they have received and  it is important to let us know so that we can make improvements.

AIMS & OBJECTIVES

  1. We aim to provide a service that meets the needs of our clients;
  2. We strive for a high standard of advice and service;
  3. We are committed to an effective and fair complaints system; and
  4. We support a culture of openness and willingness to learn from feedback or complaints

GIVING FEEDBACK

Feedback helps us improve the quality of our services. Feedback on our services can be given by email or by discussing any matters with one of the members of our team.

If you are unhappy with our service, you should discuss your concerns early on with one of the team as they may be able to sort the issue out quickly. Most problems can be dealt with at this stage but, in some cases, you may feel more comfortable speaking to someone not directly involved with the service.

 

MAKING A COMPLAINT

Any complainants will be treated with respect, sensitivity and confidentiality and any complaint will be handled without prejudice or assumptions about how minor or serious it is. The emphasis will be on resolving the problem.

Clients can make complaints on a confidential basis or anonymously if they wish and can be assured that their identity will be protected. No client will be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of advice or service.

You should make your complaint ideally within 3-6 months of any incident so that we can be sure that we have every opportunity to resolve the issue before too much time has elapsed.

You can complain in writing, by email or by speaking to someone in the team. Please address any complaints to Claire Pye, Client Manager/Paralegal at:

clairepye@lmclaw.co.uk

or in writing to our head office situated at 8 Peterborough Road, Harrow, HA1 2BQ

Your complaint will be acknowledged by the team within 48 hours of receipt.

We shall advise you how the complaint will be dealt with and how long it is expected to take to investigate the concern(s).

If a complaint raises issues that require notification to, or consultation with an external body, the notification or consultation will occur within three days of those issues being identified, with your permission.

The complaint will be investigated fully, and you will be kept informed of progress and notified of the outcome, in writing, within no less than 30 days of receipt, where any investigation allows.

You can be assured that any services you are receiving will not be adversely affected as a result of making a complaint.