Kenneth Curtis & Co Complaints Procedure

The firm is 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 maintain and improve our standards.

Our complaints procedure

If you have a complaint, please contact Anthony Curtis (Perry Barr) or David Wellington (Redditch) with the details.

What will happen next?

1. We will send you a letter acknowledging your complaint and where necessary asking you to confirm or explain the details. We will also let you know who will be dealing with your complaint and also provide you with the contact details for the Legal Ombudsman with the postal and web address of that organisation. You can expect to receive our letter within three working days of receiving your complaint.

2. We will record your complaint in our central register and open a file for your complaint. We will do this within 2 working days of receiving your complaint.

3. We will then start to investigate your complaint. This may involve one or more of the following steps:

The relevant partner will consider your complaint. He will then send you our detailed reply or invite you to a meeting to discuss the matter. He will do this within 10 working days. If someone else in the firm acted for you, he will ask them to give him their reply to your complaint within five working days. He will then examine their reply and the information in your complaint file. He may also speak to the person who acted for you. He will do this within three working days of receiving their reply and the file. He will then, within 2 working days, send you our detailed reply or invite you to a meeting to discuss the matter.

4. If you wish to have a meeting to discuss and hopefully resolve your complaint. We will arrange this within three working days of your request.

5. Within two working days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint; this will include our suggestions for resolving the matter.

6. At this stage, if you are still not satisfied, you can let us know. We will then arrange to review the decision. This may happen in one of the following ways:

• The partner who investigated the complaint will review the decision and advise you of their final decision within five working days.
• The complaint will be considered by a different Partner or senior solicitor in the firm who is not connected with the complaint. They will review the complaint file and advise you of their final decision within 10 working days.

7.  If you are still not satisfied with our decision at the conclusion of the complaints procedure you may refer the matter to the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ www.legalombudsman.org.uk Tel – 0300 555 0333  enquiries@legalombudsman.org

• There is a time limit for referring the matter to the Legal Ombudsman which is generally 6 months from the end of our firm’s complaint procedure.

If we have to change any of the timescales above, we will let you know and explain why.