Complaints policy
We will:
- Welcome comments on our service
- Listen to you
- Direct any complaint to the appropriate individual
- Work to resolve your matter as quickly as possible
There are several ways you can contact us and we would like to hear from you by any method you choose:
- Telephone our Client Services Team on 03700 868686 (we are open 7 days a week: 8am to 8pm Monday to Friday, 9am to 6pm on Saturdays and 10am to 4pm on Sundays)
- Email us on clientcare@access-legal.co.uk
- Write to us by directing the letter to our Client Services Manager, Jacqueline Cullen at Quantum House, Basing View, Basingstoke, Hampshire, RG21 4EX
- Visit our website www.access-legal.co.uk
Our promise to you:
- We will telephone you on receipt of your complaint to acknowledge safe receipt
- We will advise you who is taking responsibility for your complaint
- We will discuss with you a suitable timeframe for resolution, which will be personalised to your specific circumstances
- We will acknowledge this in writing
- We will conduct a thorough investigation, advise you of our findings within the agreed timeframe, and where appropriate propose a remedy to you
- We aim to provide sensible, robust and sustainable solutions. However, if you are not happy with our findings your matter will be escalated for review by a senior manager.
Your right to complain to the Legal Ombudsman:
In the event that our process has not satisfied you, you have the right to contact the Legal Ombudsman within 12 months of the issue arising, or you becoming aware of the issue, and within 6 months of our final response to you. Their contact details are:
Legal Ombudsman, PO Box 15870, Birmingham B30 9EB. You can also make contact on the phone by calling 0300 555 0333, by email enquiries@legalombudsman.org.uk or online at www.legalombudsman.org.uk
