3.5 Within three days of the meeting the Senior Partner will write to you to confirm what took place and any solutions he has agreed with you.
3.6 If you do not want a meeting, or it is not possible, the Senior Partner will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this
within five days of completing the investigation
3.7 At this stage, if you are still not satisfied, you may contact us again. We will then arrange to review our decision. This will happen in one of the following ways:-
3.7.1 another partner of the firm, if any, will review the Senior Partner’s decision within ten days;
3.7.2 we will ask our local Law Society or another local firm of solicitors to review your complaint within five days. We will let you know how long this process will take;
3.7.3 we will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
3.8 We will let you know the result of the review within fourteen days of your written request for a review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
3.9 If you are still not satisfied you can contact the Legal Ombudsman about your complaint.
P.O. Box 6806, Wolverhampton,WV1 9WJ
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information you should contact the Legal Ombudsman on 0300 555 0333 or at email@example.com
If we have to change any of the timescales above, we will let you know and explain why.