COMPLAINTS PROCEDURE FOR CLIENTS OFTONNER JOHNS RATTI
Tonner Johns Ratti is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact us as soon as you are aware of the problem so this can be addressed. The person to contact is Stuart Ratti on 01792 643296 or by e mail at stuart@tonnerjohns.co.uk
or by post to 48 Walter Road, Swansea SA1 SPW.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure. If in your particular circumstances communicating with you in this manner is not satisfactory then we will seek to accommodate in so far as we are able any adjustments or alternatives that you may request.
We will then investigate your complaint. This will normally involve passing your complaint to our client care Director, Stuart Ratti, who will review your matter file and speak to the member of staff who acted for you.
Stuart Ratti will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Stuart Ratti will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Stuart Ratti will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another Director to review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. Please note that the Legal Ombudsman’s contact details are:
- Telephone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
- PO Box 6167, Slough, SL1 0EH
If we have to change any of the timescales above, we will let you know and explain why.
