NICKY GOODMAN & CO

COMPLAINTS PROCEDURE

We hope that you will have no concern about the quality of the work which we have carried out on your behalf but if you should feel that you have cause for complaint, it is the policy of the firm to do all we can, as quickly as we can, to resolve the problem to your satisfaction.  Our complaints procedures are as follows:

Complaints Procedure

 All solicitors must attempt to resolve problems that clients have with the service provided.  To that end, this firm does have a formal complaints procedure in place.    It is therefore important that you immediately raise any concerns you may have with us.  We value you and would not wish to think that you have any reason to be unhappy with us.

 Our complaints procedure is operated by Nicky Goodman as follows:

 1.    In the first instance, please raise any concerns you may have with the person dealing with your file. We find that complaints by clients of the firm are very rare but, in such cases, the vast majority can be resolved quickly by raising the matter with the person dealing with the case. Do not be reluctant to discuss the problem face to face. It is often far easier to resolve a problem by way of a frank and open discussion rather than by correspondence. There is no question of your being charged for any time taken during these discussions.

2.    In the unlikely event of the problem not being resolved to your satisfaction, please contact Nicky Goodman in writing and you will be invited you for a meeting.   

3.    At the meeting the Practice Manager, Julie Gomez will also attend.  She will minute the complaint, record any action already taken and any action proposed and send you a copy.  Nicky Goodman will then monitor the complaint until it is resolved.

4.    Once the investigation has been completed, Nicky Goodman will give you a response in writing. In appropriate cases she will also recommend corrective action.

5.    If you remain dissatisfied, having exhausted these procedures, you should refer your complaint to Legal Ombudsman, PO Box 6167, Slough SL1 0EH www.legalombudsman.org.uk/how-to-complain.

 Please be assured that we value our clients and will do all we possibly can to satisfy your concerns.

 Please note that complaints of a criminal nature or misconduct should be reported to the SRA (Solicitors Regulation Authority).  You can find details at www.sra.org.uk/consumers/problems/report-solicitor.