Grant Legal is committed to providing high quality legal advice and client care. However, if at any point you become unhappy or concerned about the service we have provided, you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, you can obtain a copy of our full complaints procedure by emailing [email protected].
For general complaints we will:
- acknowledge receipt of your complaint within 7 days of receiving it;
- log your complaint on our central complaints register;
- investigate the concerns and arrange a discussion with you to try to agree how to resolve the issues within 21 days of receiving your complaint;
- write to you within 28 days of receiving your complaint to confirm the outcome of this.
For data protection complaints, we will:
- acknowledge receipt of your complaint within 30 days of receiving it at the latest;
- where necessary, request proof of your identity and/ or authority to make the complaint if it is made on behalf of someone else;
- provide you with a copy of our privacy notice if you have not already seen it, which can also be accessed on our website here;
- log your complaint on our central complaints register;
- take appropriate steps to respond to your complaint, including making appropriate enquiries and keeping you informed, without undue delay once the complaint has been received;
- where necessary, arrange a discussion with you to obtain further information and/ or try to agree how to resolve the issues without undue delay;
- keep you updated on the progress of the investigation without undue delay, particularly if it becomes necessary to extend any timescales provided at the outset;
- confirm the outcome of our investigation into your complaint without unjustifiable or excessive delay;
- explain what we have done to resolve your complaint and, where appropriate, any actions we have taken as a result.
In exceptional circumstances it may be necessary to extend these timescales but we will try to agree any variations with you first.
The Legal Ombudsman can help you if we are unable to resolve your general complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- within six months of receiving a final response to your complaint; and
- no more than six (6) years from the date of act/omission or no more than three (3) years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them via any of the following methods:
Website: www.legalombudsman.org.uk;
Telephone: 0300 555 0333 between 9am to 5pm;
Email: [email protected];
Address: Legal Ombudsman PO Box 6167, Slough, SL1 0EH
In certain circumstances, you may also complain to our regulator, the Solicitors Regulation Authority as follows:
If your complaint relates to how your personal data has been used/ handled which we have not been able to address to your satisfaction pursuant to this policy, you may be able to make a complaint to the Information Commission (IC) directly. You can learn more about the IC and personal data rights at: www.ico.org.uk and specifically about complaints in relation to the use of your personal data at: https://ico.org.uk/make-a-complaint/data-protection-complaints/.