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Complaints procedure

If you inform us that you feel that we have failed to meet our own standards or your expectations of us and that you wish to make a complaint, we will adopt the procedure outlined below to resolve your complaint quickly and efficiently.

Initially you should raise your concerns with the person handling your case, who will try to resolve the issue for you straight away. If you are not happy with the resolution suggested then you can escalate your dissatisfaction to a team manager. If you do so, then a team manager will contact you to discuss your concerns and attempt to resolve your complaint to your satisfaction as quickly as possible. If the manager is unable to resolve the matter, they will refer your complaint to our Compliance Team for a formal investigation.

Your complaint will ultimately be overseen by the Compliance Officer for Legal Practice, and recorded in our central register. The Compliance Officer for Legal Practice at Admiral Law is Caroline Blake.

We will write to you to acknowledge that you have made a complaint and, in that email/letter, we will confirm the name and title of the person you can contact with any queries concerning your complaint. You will not be charged by us for making a complaint and our complaint investigation will be separate to any on-going claim you may have with us.

During the investigation of your complaint the person handling your complaint may contact you to confirm the details of the matter and may seek any necessary clarification of your complaint. The complaint handler may attempt to contact you if further information regarding your complaint is required; if they do so, it will be within five working days of receiving notification of the complaint, by telephone, unless you provide alternative instructions for contact. If the complaint handler is unable to speak with you or if they already have sufficient details of your complaint, they will continue with the investigation to avoid delay with regards to providing a response to your complaint. The investigation of your complaint may involve reviewing your file and/or speaking to any staff involved in the matter.

We will contact you by email/letter, or by other method agreed with you, within ten working days of the date of your complaint to us, setting out the results of the investigation, and suggesting what, if any, actions are proposed by us to remedy the situation. If, for any reason, we cannot meet the timescale for this response, the complaint handler will notify you of the reasons for this in advance and set out a reasonable alternative timescale.

If you confirm that you are satisfied with the proposed remedy, the complaint will be closed on our central register. If you do not respond to the letter, the complaint handler will contact you to check you have received it and are happy with the response and proposed remedy.

If, however, you notify us that you are dissatisfied with our response and/or the proposed remedy, you will be contacted within two working days of the date of your reply, by the complaint handler to discuss your complaint further in order to reach a resolution. If requested, a meeting can be arranged for this purpose (in person at our offices or by telephone). You will then receive a written response within ten working days of the date of the notification of your complaint, confirming our reviewed position on your complaint, which you may accept, or you may ask for the complaint to be escalated, which will then be dealt with by the Compliance Officer for Legal Practice or the Quality & Governance Solicitor or the Compliance Team Manager.

If for any reason we cannot meet this timescale for this response, the person conducting the review will notify you of the reasons for this in advance and will set out a reasonable alternative timetable.

If you are still not satisfied, you can contact the Legal Ombudsman at:

Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ.

or by calling 0300 555 0333 or by emailing enquiries@legalombudsman.org.uk about your complaint.

Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have had 8 weeks to deal with your complaint. If you are not satisfied with our reply after the 8 weeks has expired, you can complain to the Legal Ombudsman within six months of receiving our final written response. Please note that if we have made you a monetary offer as part of our complaint response and you bank that payment, the Legal Ombudsman may not accept a referral to them under their scheme rules.

For further information, you should contact the Legal Ombudsman or refer to the Legal Ombudsman's website at www.legalombudsman.org.uk.