We at Leslie & Co. will take any complaints about our services seriously. At all times we shall endeavour to treat your complaint promptly, fairly and effectively.
If you are unhappy about any aspect of the service you have received or about our bill, we have a procedure in place which details how we handle complaints which is as follows:
a. You should first address the complaint to the fee earner dealing with your matter. If you cannot get a satisfactory response or you are still unhappy you may then make a formal complaint to Indira Ratnasekera, our Client Care and Complaints Partner, at our office address.
b. Please write to us with your full name, your address and our file reference Number if you have it.
c. Please let us have details of your complaint, where we went wrong and what you would like us to do or how you would like us to remedy the situation.
d. We shall acknowledge the complaint within 5 working days. In our letter of acknowledgement we will let you know how long it will take to respond. We may need to extend this time if it is taking longer than we had Anticipated.
e. We will then start investigating the matter. To do this we may perhaps need to write to you or to interview you in our office to get more information. We will also look at your file(s) and talk to the persons who dealt with your matter.
(If the complaint is about Indira Ratnasekera then the complaint should be addressed to our senior partner, T. Don Leslie Ratnasekera)
The object of the clients complaint procedure is to ensure that you, as our client:
• is satisfied that the complaint has been dealt with seriously.
• gets a prompt response.
• gets an assurance that the matter is being reviewed.
• is notified as soon as possible of the outcome.
Remedies open to you:
a) An apology from the firm and an assurance that it will not happen again and that we will try to do better in future.
b) A reduction in the bill if complaint relates to our fees.
c) Abatement of the bill in total.
We have eight weeks to consider your complaint. If we have not resolved it within this time, or if you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint.
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. There are other time limits which you will be informed if relevant.
You may contact the Legal Ombudsman at the following address:
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ