Complaints Handling Information
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then we would encourage you to inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact an advisor who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you still have queries or concerns, please contact Jodie Leonard using the details below. Your right to complain might relate to the way in which your matter is being handled or the fee we are seeking from you.
For further information or if you want to make a formal complaint, then you can read our full complaints procedure here [insert link]. In our procedure, we explain how we will handle a formal complaint. We also explain the role of the Legal Ombudsman and the Solicitors Regulation Authority and provide useful contact details so that you can be properly aware of your rights and the options available to you.
If you have a complaint please contact Jodie Leonard, Director at:
Boyle Tricks Leonard Ltd
133 Armada Way
Plymouth
PL1 1 HX
Tel: 01752 227200
Email: jleonard@btlsolicitors.com
Complaints Process
You will receive a letter acknowledging your complaint within three working days or receipt.
Your complaint will be investigated. The member of staff concerned will be consulted and the file for the matter will be reviewed. This will be done within five working days from the acknowledgement of your complaint. Usually this would be conducted by Jodie Leonard but if your complaint is about her, Jeremy Tricks will review the file.
Once the investigation has been completed you will be invited to discuss the issues raised and hopefully resolve the complaint. This will be within fourteen days of acknowledgement of your complaint. Within five working days following this meeting you will receive a letter confirming what was discussed and what solution was agreed.
If you cannot or do not wish to attend a meeting, you will be sent a detailed response which will include a proposed solution.
If you are satisfied with the response then that will be the end of the matter. However, if you are still not satisfied then a different Director will conduct a further review within fourteen days and you will be written to confirming our final position.
If you are still not satisfied then your complaint can be reviewed by the Legal Ombudsman.
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
You can ask us to refer your matter or you can contact them directly on 0300 555 033 or visit www.legalombudsman.org.uk
Normally you would need to bring a complaint to the Legal Ombudsman within 1 year of receiving a final written response from us.