Our Complaints Policy and Procedure

Complaints Policy

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We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can access our full complaints procedure which is detailed below. Making a complaint about a service issue will not affect how we handle your case. We will comply with our regulatory responsibilities at all times.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

1. Within six months of receiving a final response to your complaint

and

2. No more than six years from the date of the act/omission; or

3. No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman please contact them:

Contact details:

www.legalombudsman.org.uk
0300 555 0333 between 9am to 5pm
enquiries@legalombudsman.org.uk

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about any non-service aspect of the firm. This includes any practice or regulatory issues, which you believe should be considered by the professional regulator of solicitors.

You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk

Our Complaints Policy and Procedure

We will listen to and deal sympathetically with any complaints against Gerard Maye Legal Ltd. We will deal with complaints promptly.

Procedure

If any client has a complaint against Gerard Maye Legal Ltd, they can raise this with us by phone call, email or letter addressed to Gerard Maye.

The timescale for dealing with a complaint is as follows:-

1) Mr. Maye will acknowledge receipt of any complaint within 21 days of receiving it.

2) Mr. Maye will then retrieve the file and ask the client for full details of the complaint either in writing or by interview/discussion within 21 days.

3) Mr. Maye will then discuss the matter with the fee earner within 14 days.

4) Mr. Maye will then respond in writing to the client with the outcome of the above investigation and give his views and conclusions, in writing, in relation to the complaint on behalf of Gerard Maye Legal Ltd. This response will be given in 21 days.

If a complaint is made in relation to Gerard Maye, then this firm will appoint another individual to investigate the complaint.

If the client remains dissatisfied with the outcome of the complaint then they may wish to contact the Legal Ombudsman.

Before accepting a complaint for investigation, the Legal Ombudsman will check that the client has tried to resolve their complaint with this firm first. If the client has, then they must take their complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to their complaint

and

  • No more than six years from the date of the act/omission; or

No more than three years from when they should reasonably have known there was cause for complaint

The client will not be charged any fees for our time spent in dealing with their complaint.

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