We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Making a complaint
If you have any query or complaint about any aspect of the service delivered, including about a bill, please contact the fee earner in charge of your matter in the first instance.
If your query or complaint is not resolved in that way, please contact our designated complaints handler, Jayne Egginton, Director of Legal Services, who will investigate the circumstances promptly and revert to you.
Tel: 0116 243 7862
Post: Jayne Egginton, Vantage Legal Services Ltd, Windsor House, Troon Way Business Centre, Humberstone Lane, Thurmaston, Leicestershire, LE4 9HA
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to Director of Legal Services Jayne Egginton, who will review your matter file and speak to the member of staff who acted for you.
- Jayne Egginton will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, Jayne Egginton will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, Jayne Egginton will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another director or someone unconnected with the matter at the firm to review her decision.
- 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.
- If your complaint has not been resolved to your satisfaction within eight weeks of making your complaint, you can contact the Legal Ombudsman (please see below).
The Legal Ombudsman
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within twelve months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:
Call 0300 555 0333 between 8.30am to 5.30pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes. For minicom call 0300 555 1777.
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
The Ombudsman will not accept complaints where the act/omission/date of awareness was before 6 October 2010. You should also note that the Ombudsman may not consider a complaint about a bill if you have applied to the court for it to be assessed.
If we have to change any of the timescales above, we will let you know and explain why.