We are confident that we will give you a high quality service in all respects. If, however, you have any queries or concerns about our work for you or a bill you have received please follow the complaints procedure outlined below:
1. Submission of complaints
You may submit a complaint to Lionshead Law Ltd by setting out your grounds of complaint in person, in writing (by letter or e-mail) or by telephone.
Complaints should be addressed to Belinda Lester.
A complaint submitted more than six months after you become aware of the cause of your complaint will only be considered by us in exceptional circumstances.
2. Acknowledgement of complaints
We will write to you within five working days of receipt of your complaint, acknowledging that we have received it. A further copy of this procedure will be provided to you at that time.
3. Investigating complaints
Once we have received your complaint, a director of the company will undertake such investigation as considered necessary to address that particular complaint. Normally, we will invite you to attend a meeting with the director investigating the complaint so that your concerns can be discussed fully. The meeting will take place as soon as practicable, normally within 21 days of receipt of your complaint.
4. Determination of complaints
The director who has investigated your complaint has full authority to resolve the complaint in whatever manner he or she thinks fit, taking full account of the nature of your complaint and any financial loss and/or inconvenience you have suffered. We will provide you a written final response to your complaint within 28 days of receipt where possible, or we will write to you explaining why we have not been able to provide such a response within that time frame and giving you a date by which you can expect to receive a written response. Within 56 days of receiving your complaint, we will write to you either:
• Providing you with the final response
• Giving a full explanation as to why we are still unable to provide our final response, indicating when you might expect to receive such response and informing you that if you are dissatisfied with the delay, you may refer the matter to the Claims Management Regulator
• If you wish to refer the matter to the Claims Management Regulator, the contact details are:
Claims Management Regulation Unit
57 – 60 High Street
Phone: 01283 233 309
Fax: 01283 233 335
5. Retention of documentation
All documentation relating to your complaint will be kept and processed by Lionshead Law Ltd in accordance with the provisions of the Data Protection Act 1998 and any relevant guidance given by the Information Commissioner.