CLIENT COMPLAINT PROCEDURE

We endeavour to provide a high quality service and endeavour to carry out our work on behalf of all clients in a prompt, efficient and professional manner. If you have any queries or concerns we invite you to raise these with the fee earner responsible for the conduct of your matter in the first instance.

Occasionally the fee earner is unable to resolve the issue to your satisfaction and in that event the following formal complaints procedure will be adopted:-

1. It would be helpful for your complaint to be made in writing addressed to the Business Unit Head (whose details appear on your client care letter). Please set out your name, address, your client reference (noted on all correspondence), the person dealing with the matter and the nature of your dissatisfaction. Alternatively, please send your complaint in e-mail form to the Business Unit Head who can be contacted at firstname.surname@tollers.co.uk

2. We will send an acknowledgement within  two working days of receipt of the complaint.

3. The Business Unit Head will, within  15 working days of  receipt of complaint, send you a substantive response or, where appropriate, offer an early appointment to discuss the situation with you.

4. If the Business Unit Head is unable to give a substantive response within this timescale he will write to you to explain the reason why and set out the timescale when you can expect a substantive response.

5. In all  cases  a copy of your complaint and the determination of that complaint by the Business Unit Head will be sent to our Client Care Partner. If you are not satisfied with the determination by the Business Unit Head you may refer the complaint to the Client Care Partner. To do so you should write to the Client Care Partner within  7 days of receiving the determination from the Business Unit Head setting out the reasons for your dissatisfaction.

6. The Client Care Partner  will review your complainant and where appropriate may offer to meet with you to discuss your concerns. Any review or offer of meeting will normally be sent within 10 working days of your referral to the Client Care Partner. If the Client Care Partner is not able to deal with the matter in that timescale he will write to you with an explanation and confirmation as to when you can expect to receive his determination.

7. If you are not satisfied with our handling of your complaint you may ask the Legal Ombudsman to consider your complaint. – please see the link below for contact details.  Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

8. Please note the matter will be treated as resolved if there is no follow up from you within six  months of any letter of substantive response.