Turners Solicitors Complaints Procedure
Great Barn, Wallas
Ewenny CF35 5AE
SRA No 465647
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.
Our complaints process consists of 4 steps:
- Informal raising of complaint with case worker
- Formal written complaint to the firm
- Referral to Legal Services Ombudsman
- Referral to Solicitors Regulatory Authority
In the first instance, it may be helpful to contact Emma Turner 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 we ask that you send your complaint in writing to Emma Turner. We will respond to any written complaint within 14 days of your written complaint. On receipt of a formal written complaint your complaint will be acknowledged in the first instance and you will receive a written response within 14 days which will address the issues you raise in detail.
If you have raised a complaint with us directly and this has not been resolved to your satisfaction, you can have your complaint independently considered by the Legal Ombudsman. 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 any referral to the Legal Ombudsman needs to be made within the following time frame:
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 in the way we deal with you or your case.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
In cases where it is necessary to involve our insurance company, we will provide details of our insurance policy in writing.
This firm is regulated by The Solicitors Regulatory Authority SRA No. 465647
If you wish to contact us using our on-line form you will be providing us with the details of your name, e-mail address and telephone number. You may also be providing us with details of the problem for which you are seeking advice.
Turner’s Solicitors guarantee that any personal data which you provide to us will not be passed onto a third party without your prior permission. The information will only be used for the purposes of advising you and contacting you for this purpose.
Ms. Turner has an exceptional success rate in improving outcomes and quality of life for children with Special Educational Needs, be that through challenging the Local Education Authority directly or by using the Tribunal process.
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