Customer care guidelines

1. Your file is being handled by the person ('Case Worker') or Team notified to you at the outset of your matter. They are your first point of contact and you should direct any queries to them. If you have any problems, you should raise them with the Case Worker or Team Leader.
2. If you are unable to resolve your concerns with the Case Worker or Team Leader, then you should write to our Complaints Handling Partner Mr W James Broadhead at 32 Rainsford Road, Chelmsford, Essex CM1 2QG. (Please note: the reason why we ask you to raise your concerns with the Case Worker or Team Leader first is that Mr Broadhead will have to refer back to that person in the first instance to ensure that they are aware of the complaint and have tried to resolve it with you).
3. In appropriate cases Mr Broadhead will refer your matter to our Client Liaison Officer who is empowered to give an explanation, transfer your case to another Case Worker or Team, offer an apology and take reasonable action to resolve your concerns.
4. Whilst we are reviewing your case, work we are carrying out on your behalf may have to be suspended.
5. When addressing your concerns, we aim to:
• Respond quickly and positively
• Make it personal
• Resolve your problem quickly, within 20 working days if possible
• Give you a final written response
6. When we resolve your concerns we may ask you to confirm your satisfaction by signing our Complaint Resolution Form. This may affect your rights and you should consider taking independent legal advice before signing.
7. In the unlikely event that we are not able to resolve your concerns, you may, within a time limit of six months after that, decide to contact the Legal Complaints Service of The Law Society. Their postal and web addresses are Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire CV32 5AE, and www.legalcomplaints.org.uk respectively. Please note that they will not normally investigate any case which you have not first raised with us.