COMPLAINTS PROCEDURE

At Caulker & Co Solicitors, we are committed to providing a high standard of service but we realise that being human we are prone to mistakes and can get things wrong so we have a system in place to deal with complaints. All complaints are put in the complaints register.

We will deal with all complaints quickly, fairly and effectively. In the first instance we will respond in writing and request a meeting by face to face or any other suitable medium with the complainant to see how we can resolve the issue. If it does not resolve the issue it is escalated in writing as a formal complaint. Our complaints officer Mrs Julia Caulker will look into the matter and try to resolve it for you. Her contact is: caulkerco@aol.com or Julia@caulkerandcosolicitors.com. Her contact number is 02088019020 or 07956199471 from Monday to Friday between 9.30am and 5.30pm.

All letters should be addressed to her at the firm at: Caulker & Co Solicitors, Suite 25, Mill Mead Business Centre, Mill Mead Road, London, N17 9U.

All complaints are treated with the utmost confidentiality. Investigating a complaint is free to the complainant.

We request the following information if a complaint is made.

• Name and contact details of the complainant and their preferred mode of contact.
• Matter complained about and what they want us to do to put things right.
• File reference number
• Remedy available: apology, reducing fee, paying compensation or other remedy.

Next Step

All complaints by telephone will be attended to immediately and aimed to be resolved there and then but if not then it will be looked into and responded by letter.

All written complaints will be dealt with in writing if it cannot be resolved over the telephone.

All complaints will be acknowledged within three days of receipt in writing and will be investigated promptly taking a record of each parties account and giving each party opportunity to answer any points raised.

The file will be reviewed and the complainant invited to a meeting at the most convenient means to them within 14 days. All meetings will be confirmed in writing within 3 days.

Any agreement reached and suggestions to solving the problem will be put in writing and sent to the complainant.

If complainant is still dissatisfied within 21 days of sending written acknowledgement of your complainant should make contact and we will have the matter looked into by a neutral person.

We will respond in writing within 14 days of receiving your request to review the matter and with us confirming our position on your complaint with our reasons.

If you are still dissatisfied with how we resolved the matter you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint.

You must do so within six months of the date of our last written response to your complaint. Their phone number is 0300 555 0333 and email is: enquiries@legalombudsman.org.uk.

You can contact the SRA (Solicitors Regulation Authority) if you are dissatisfied with our conduct. This could be for things like:

• Discrimination
• Losing your money
• Dishonest.

You can visit their website to find out.