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Our Complaints Policy


We are committed to providing a high quality of service to all our clients. Our aim is to give you no cause for complaint but when something does go wrong, we need you to tell us about it. Our complaints procedure is designed to help you bring your dissatisfaction to our attention so we can look at what has happened and provide you with an explanation. We will try to resolve the matter fairly and quickly. We will apologise where needed and endeavour to offer a practical solution. There is no charge for filing a complaint or time spent investigating your complaint. Filing a complaint will in no way disrupt or jeopardise your case.


Filing a Complaint

To file a complaint there is a two stage internal process. Initially you should contact the Departmental Manager of the person who is subject of the complaint. These details can be found on your initial paperwork. Alternatively, you can contact the Complaints Officer (details found below).


It is preferable to put your complaint in writing. Complaints can be sent to:

Complaints Officer
GM House
Wilkinson Way

Or email: [email protected]  

Detailed information relating to your complaint must be provided using any avenue above in order to conduct a thorough investigation

If the Departmental Manager is unable to satisfactorily resolve your complaint, you can request your complaint to be referred to the Complaints Officer, Joanne Dewhurst. If the Complaints Officer is unable to rectify your complaint, you can request a further review by the Quality and Compliance Manager, Emma Payne.


Joanne Dewhurst, Complaints Officer                  Emma Payne, Quality and Compliance Manager
Tele: 01254 972 145  Tele: 01254 972 140
Email: joanne.dewhurst Email: [email protected]


What happens next?

  • We will acknowledge receipt of your complaint within two (2) business days, enclosing a copy of this procedure for reference. 
  • An investigation into the issues raised will be investigated. This may include involvement of the Departmental Manager, Complaints Officer, and if escalated the Quality and Compliance Manager.
  • For ‘straightforward’ complaints, a response will be provided within 21 days of acknowledging your complaint. For more complex matters, additional time may be required. If this is necessary you will be contacted to be advised of the extension. It may be necessary to take up to eight (8) weeks to investigate and respond to your complaint.
  • Further information may be required in order to progress the investigation. If this is necessary you will be contacted.
  • On occasion we may feel that it’s better to hold a ‘face to face’ meeting to discuss the concerns raised in your complaint. If this occurs, members of the meeting may include the subject of your complaint, the Complaints Officer and the Quality and Compliance Manager. Minutes will be taken and provided to you five (5) days following the meeting, capturing what was discussed and agreed.
  • If after your complaint is investigated by the Departmental Manager and/or Compliance Officer and you remain dissatisfied with the response, this will be escalated to the Quality and Compliance Manager for review. This will take an additional 21 days in order to investigate and respond.
  • If after the internal investigation you still remain dissatisfied, you can contact the Legal Ombudsman, who is an independent body which deals with legal complaints. Their contact information is found below.


Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ
Email: [email protected]
Tele: 0300 555 1777

Any complaint that is not resolved within eight (8) weeks can be raised with the Legal Ombudsman. Complaints made to the Ombudsman must be done within six (6) months of receiving your response from Lance Mason. Please be aware that any complaint to the Ombudsman must be made within one (1) year of the matter giving rise to the complaint or one (1) year from when you have known there was cause for complaint.


For further information about the complaints procedure, please contact the Complaints Officer or the Quality and Compliance Manager.