Nicola McInnes Family Law is committed to providing a high quality legal service.
I acknowledge that I may not always get it right so if something has gone wrong, including any issues you have regarding a bill that has been sent to you, I need you to tell me so I can aim to resolve any issues.
How do I make a complaint?
Please contact me in writing (letter or email) or by telephone, preferably via my mobile 07483 151 933.
In order for me to help you with regards to your complaint please can you provide me with your full name and contact details, what you think we have got wrong, how you would like your complaint to be resolved.
How will you deal with my complaint?
I will write to you within three working days acknowledging your complaint and enclosing a copy of this policy.
I will then investigate your complaint and this will usually involve reviewing your complaint, reviewing the file and any other relevant documents and carefully considering the issues you raise.
I may also, invite you to a meeting to discuss your complaint face to face as often face to face meetings are far better in these situations.
I will write to you at the end of the investigation to tell you what I have done and how I propose to resolve the complaint. Where possible, I will aim to do this within twenty one days of the date of my letter acknowledging your initial complaint.
What to do if we cannot resolve your complaint?
If you are unhappy with the outcome of the complaint handling procedure then please let me know and I will again review the matter.
I have eight weeks to consider your complaint. If I have not resolved it within this timescale then you can make a complaint to the Legal Ombudsman.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve the complaint with me,if you have then you may take your complaint to the Legal Ombudsman:-
• Within six months of receiving a full response to your complaint; and
• No more than six years to the date of act/admission; 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 then please contact them at:-
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 033 between 9am and 5pm
Email: enquiries@legalombudsman.org.uk
The Legal Ombudsman is the designated scheme for dealing with legal services complaints. You may also though wish to make a referral to alternative dispute resolution services such as North West Mediation Solutions to see if the issue can be resolved via mediation.
What will it cost?
I will not charge you for handling your complaint. The Legal Ombudsman Service is currently free of charge.
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