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

 Perry Barr Branch

Anthony Curtis at:        agc@kennethcurtis.co.uk

 Redditch Branch

David Wellington at:     dmw@kennethcurtis.co.uk

 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 email within 7 days or a letter within 10 days of receiving your complaint. We will then have set up your complaint file.
  2. 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 all this including a meeting if required and our follow up email or letter after the meeting within 28 days of our acknowledgement of your complaint.
  3. At this stage, if you are still not satisfied, you can let us know. We will then arrange to review the decision.
  4. The complaint will then 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.

 The timescales above may vary depending upon the complexity of the complaint, but it will never exceed 8 weeks from receipt of your initial complaint.

5. 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

 

The Legal Ombudsman (LeO) can help you if we are unable to resolve your complaint ourselves. The Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must refer your complaint to the Legal Ombudsman by not later than 6 months of the date of you receiving our final written response to your complaint.  Otherwise, you must refer your complaint to the LeO no later than:

  1. One year from the date of the act or omission being complained about; or
  2. One year from the date when you should have realised that there was cause for a complaint.

(The LeO does have a discretion to extend the time limits if, on the evidence, it considers it was fair and reasonable to do so)

 

If you would like more information about the Legal Ombudsman, please contact them.

 

Website:   www.legalombudsman.org.uk

Call:         0300 555 0333

Email:      enquiries@legalombudsman.org.uk

Post:        Legal Ombudsman PO Box 6167, Slough, SL1 0EH