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Evans and Greaves Complaints Policy

We hope that you do not have cause to complain.

In the unlikely event that you do complain you should direct your complaint in the first instance to the person having conduct of your case. Please do not wait until a matter becomes serious.

If the matter cannot be resolved then you should refer to our Complaints Handling Policy.

Our Complaints Policy

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr Christopher Greaves, who will review your matter file and speak to the member of staff who acted for you.
3. Mr Greaves will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mr Greaves will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible,
Mr Greaves will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm to review his decision.
7. We will write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can contact:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
about your complaint. Any complaint to the Legal Ombudsman must usually be made within:
• 6 years from the date of the act or omission taking place.
• 3 years from the date the complainant should reasonably have known there were grounds for complaint (if the act or omission took place before the 6th October 2010 as was more than 6 years ago)
and
• Within 12 months of the complainant receiving a final response from their Lawyer, if that response complies with the requirements in rule 4.4.
but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk
If we have to change any of the timescales above we will let you know and explain why.