We aim to provide all our clients with the highest quality of service. If you are unhappy with any aspect of our legal services, we will aim to resolve your concern or complaint as quickly as possible. We will want to deal with your concern carefully and thoroughly and this may mean that it will take a little time to provide you with a full reply.
If you have a complaint or a concern please approach the person who is dealing with your matter at Greenchurch Legal in the first instance. If that does not resolve the matter, or if you prefer not to approach that person, then please speak to Sheree Green the Director who has ultimate responsibility for the work we undertake for you.
We will endeavour to acknowledge the issue you have raised within 24 hours if possible and certainly within three working days of receipt. We also aim to then address your concerns within three weeks of our acknowledgement.
If you still feel that your concerns have not been fully addressed, you can make a formal complaint using the process set out below:
Making a formal complaint:-
It will help us to respond to your complaint if you set out the complaint in writing, addressed to Sheree Green at the address below. It will be helpful if you also keep a copy of the complaint.
Greenchurch Legal Services Limited, Suite 3 The Forecourt, 12 Albion Street, Hanley, Stoke-on-Trent, ST1 1QH
Email: [email protected].
We then aim to:
- acknowledge your formal complaint within three working days of receiving it, in writing
- make our formal response to your complaint within four weeks of receipt. If we are unable to comply with this timeframe, we will write to you to explain why, and what we are doing to investigate the concern, and our next steps
- resolve your concerns or complaint within eight weeks of receiving it
Our Risk and Compliance Manager, Sheree Green, investigates all complaints.
We keep records centrally and we review these regularly to monitor trends and individual performance. Our aim is to look at complaints from the viewpoint of the client.
It is important for us to ensure we provide a consistently high level of service and to try and meet our clients’ reasonable expectations. When a concern is raised, we want to address that quickly and effectively, in an open manner.
If you have made a formal complaint, and you are not satisfied with our response, you can refer your concerns to the Legal Ombudsman, using the following contact details:
P O Box 6806
Tel: 0300 555 0333
Please be aware of the following in relation to complaints to the Legal Ombudsman:
It should only be made after we have issued our formal written response to your complaint or we have already had eight weeks to resolve it, but failed to do so.
It should be referred within six months of the date of our formal written response to your complaint.
Your concern must have occurred on or after 6 October 2010 (or, if the problem happened earlier than that, you must not have been aware of it before 6 October 2010).
It must be made no later than six years from the act/omission or three years from the date when you should reasonably have known you had cause to make a complaint.
There are other means of dealing with complaints. For example when a solicitor and client agree, it is possible to instruct intermediaries such as Pro Mediate. At Greenchurch Legal, we believe the most appropriate way of resolving the matter would nevertheless be by referral to the Legal Ombudsman.
You can also speak to the Solicitors Regulation Authority if you have concerns regarding how we have treated you. The SRA can investigate dishonesty or unfair treatment (where the client has protected characteristics).
You can raise your concerns with the Solicitors Regulation Authority, at the following address:
The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Tel: 0370 606 2555