Heritage Park Family Law Complaints Policy

Complaints policy

How we deal with your complaint using our Complaints Policy

We are committed to providing a quality legal service to our clients and take complaints very seriously.

Lisa Smith our Director, oversees all complaints through our Complaints Policy. The lawyer dealing with your case will be your first point of contact and will work to resolve any concerns you have.

Any concerns raised about our service through our Complaints Policy or about the advice given are dealt with in line with our Complaints Policy. The whole Complaints Policy procedure will take less than 8 weeks.

If you have been unable to resolve the issue with the person who is representing you please contact Lisa Smith.  Her contact details are as follows: Li**@*******************aw.com Heritage Park Family Law, 3D Woburn Street, Ampthill BEDS MK45 2HP Telephone: 01525 40 60 30

If you have any form of special needs that might require a particular method of communication about our Complaints Policy please do tell us and we will do all we can to help.

The process for dealing with your issue is as follows:

1. If you raise a compliant with our director Lisa Smith, she will contact you either in writing by e-mail or telephone to acknowledge your concerns within 5 working days
2. We will set out our understanding of your complaint. You may be asked to provide any further comments, or further information, and you will be asked to confirm that her understanding is correct. You will also be asked how you would like to resolve your complaint.
3. Within 5 working days of your confirmation your file will be fully reviewed and we may speak with the solicitor involved, if it is necessary to address your concerns.
4. We allow 21 working days from your providing further information or clarification that the summary is correct. Within 21 days of your response confirming our understanding is correct We will write to you setting out our view of your complaint and making any proposal for resolution. You will be asked to provide any further comments and to consider any resolution that is being proposed.
5. If you provide any further comments, these will be addressed within 7 working days of receipt of those further comments.

If any of these timescales must change (for example due to holidays or other absences), we will let you know and explain why.

If you remain unhappy following completion of our Complaints Policy procedure, you can raise your concerns with The Legal Ombudsman whose contact details are as follows: Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ Referral must be made to The Legal Ombudsman within 6 months of the date of our letter confirming the investigation has come to an end and your file is closed in relation to the complaint.

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