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 person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure HERE. Making a complaint will not affect how we handle your case.
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:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- 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.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.’
COMPLAINTS HANDLING PROCEDURE.
We define a complaint as any oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.
Victoria Melling takes full responsibility for handling all complaints however they might arise. We will manage complaints and address any concerns in a timely manner and in accordance with the following complaints procedure:
- We will send the complainant a letter acknowledging receipt of the complaint within 7 days of the complaint being raised, enclosing a copy of the firm’s procedure.
- We will then investigate the complaint. This will normally involve Victoria Melling undertaking a review of the matter and, where appropriate, speaking to anyone else involved in the matter.
- Victoria Melling will invite the complainant to a meeting to discuss and, it is hoped, resolve the complaint. She will do this within 14 days of sending the acknowledgement letter
- Within three days of the meeting, Victoria Melling will write to the complainant to confirm what took place and any solutions she has agreed with them
- If the individual does not want a meeting or it is not possible, Victoria Melling will send them a detailed written reply to their complaint, including her suggestions for resolving the matter, within 21 days of sending the acknowledgement letter.
- At this stage, if the complainant is still not satisfied, they are invited to contact us again to explain why they remain unhappy with the response and this will be reviewed. Depending on the matter we may at this stage arrange for an independent review of the decision. We will write to the complainant within 14 days of receiving the request for a review, confirming our final position on the complaint and explaining our reasons.