Complaints Policy
Introduction
We are committed to providing a high-quality service to all our clients. When you are dissatisfied, or something goes wrong, we would appreciate it if you could tell us about it so we improve our standards.
Our aim is:
To provide a fair complaints procedure that is clear and easy for anyone wishing to make a complaint;
To ensure that complaints are investigated promptly; and
To make sure all complaints are, wherever possible, resolved and that relationships are maintained.
In the first instance, we aim to resolve complaints informally. If this is not possible, you should put your complaint in writing.
Please send complaints to andrew@belerion.net with the subject line “Formal Complaint – [Your Name]”
What will happen next?
We will send you an email acknowledging receipt of your complaint within a maximum of seven working days of us receiving it, attaching a copy of this procedure.
We will investigate your complaint.
We will send you a written reply to your complaint, including suggestions for resolving the matter within 21 days of sending you the acknowledgement mail.
At this stage, if you are still not satisfied, you should contact us again and let us know your desired outcome to resolve the matter. Following this, we will contact you within 14 days confirming our final position on your complaint and outlining our reasons.
If you are dissatisfied with the final outcome, or should a complaint not be satisfactorily resolved within eight weeks, then you may have the right to escalate the issue to the Legal Ombudsman.
Contact details for the Legal Ombudsman are as follows:
Email: enquiries@legalombudsman.org.uk
Phone: +44 (0) 300 555 0333
Address: PO Box 6806, Wolverhampton, WV1 9WJ, United Kingdom
Website: www.legalombudsman.org.uk