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Our complaints handling procedure
All our clients are advised in writing at the outset of their case or matter of
the firm's complaints procedure and to whom complaints should be addressed. We
regard any expression of dissatisfaction in any form and from any source as a
possible complaint. In the first instance, complaints concerning matters we are
dealing with should be sent either to the person with conduct of the matter (named in all correspondence)
or, if that is not considered appropriate, to our complaints handling partner,
Martin Malone. If you have any complaints about matters
relating to our website, you can complete our feedback form.
Once communicated, we will first try to establish whether what is being made is
an expression of dissatisfaction or a formal complaint. We regard the
following as constituting formal complaints:
- The complainant states, verbally or in writing, that what is being made is a
complaint (as opposed to an expression of dissatisfaction) irrespective of to
whom the complaint is addressed
- The complainant is not satisfied with the actions of the person with conduct of the matter or other
person dealing with the expression of dissatisfaction so that further action is
required
- The caseworker or other person dealing with the matter considers it
sufficiently serious to warrant recording as a formal complaint
- Any "expression of dissatisfaction" which is referred directly to the
complaints handling partner
On receipt of formal complaints, the following procedure applies:-
Confirmation of receipt of the complaint will generally be provided to the
complainant within 2 working days together with notification that a full
response will be provided, again in writing, within 14 days. The
acknowledgement will also identify the name of the person dealing with the
matter.
The matter is then investigated by the person appointed to deal with the
complaint so that a full reply can be provided within 14 days. If for any
reason it turns out as a result of the investigation or enquiries that it will
not be possible to provide a full response within the 14 day period, the person
handling the complaint will notify the complainant as soon as that becomes
apparent and in any event within that 14 day period.
Further complaint
In the event that the matter is not resolved by the response of the person
initially appointed to deal with the complaint, a further complaint should be
lodged with the complaints handling partner, Martin Malone. If the initial
complaint was directed to Mr Malone then the further complaint should be
directed to another partner in the firm. Once the further complaint is
received, an initial acknowledgment will be sent to the complainant by the
person appointed to deal with the matter within 2 working days, again advising
that the matter will be investigated and a full response provided within 14
days. In the normal course of events, a full response will duly be provided
within 14 days but if the enquiry or investigations reveal that further
investigations will delay the process beyond 14 days, the complainant will
receive notification accordingly as soon as this is apparent. The complainant
will also be notified in such circumstances when it is likely that a full
response to the complaint will be provided.
Unresolved matters
If the complaint remains unresolved after initial investigation and further
complaint as outlined above, further complaint may be made to the
Legal Complaints Service. When filing a complaint it should
be pointed out that it has not been possible to resolve the matter through the
firm's complaints handling procedure.
Alternatively, or should you have any further enquiries concerning our
complaints handling procedure, please contact Martin Malone by e-mail at
martinmalone@canter-law.co.uk or by telephone on 0151 239 1003.
