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Complaints Procedure for Individuals

COMPLAINTS PROCEDURE – PEACH LAW

We value your business and do not wish you to have any reason to be unhappy with us. We are confident of providing a high-quality service. It is therefore important that you raise any concerns you may have with us immediately so that we may address them and learn lessons.

Our complaints procedure

If you are dissatisfied with service received or would like advice reviewed or if you wish to discuss or challenge a bill received, please write to the member of staff who is dealing with your matter. If that is not appropriate, or if you are still dissatisfied, you should write to the Managing Director, whose name is in our original client care letter to you (or can be obtained from our reception on 0161 478 3800) at which point it will be viewed as a formal complaint under this procedure.

Upon receipt of your formal complaint

Within seven working days of receipt of your formal complaint we will:

  • Record your complaint in our central database
  • Send you correspondence acknowledging receipt
  • Ask you to confirm or explain any details which are unclear

If we have asked for further details, we will acknowledge those within three working days of receipt and confirm what will happen next.

Our investigation

  1. Within ten working days of receiving your formal complaint (or the further details requested), we will ask the member of staff who acted for you to comment and will review your file.
  2. Within fourteen working days of receiving your formal complaint (or the further details requested), we will write to you with our view of your complaint, and how to resolve it (unless we are awaiting any further details from a third party).
  3. We may invite you to a meeting. If we meet, we will write to you within five working days of the meeting to confirm what took place and any solutions we have agreed with you.
  4. If any of the above timescales cannot be met, we will write to you with the reason why and a revised timescale.  We have eight weeks to consider your complaint.

We will also provide you with the name and address of the Financial Ombudsman Service. If you are still not satisfied, you can contact them about your complaint. Normally you will have six months to do that or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

Peach Law