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Complaints

At Partridge Allen we aim to give a high quality service with a satisfactory outcome but we are all human, no system is foolproof and mistakes can happen. We much prefer it if you to tell us if you are unhappy because if something is wrong and we know about it we can put it right, and if it is a simple misunderstanding we will want it cleared up and, to that end, we have a procedure in place.

If you do have cause to complain Partridge Allen we have the following procedure in place to deal with your complaint effectively.

The Complaints Handling Partner is Simon Hindmarsh who can be contacted using the following details:

Address: Portland Buildings, Anchor Road, Aldridge, Walsall, WS9 8PR

Telephone: 01922 452 860

 Firstly please submit your complaint in writing to the Complaints Handling Partner, Simon Hindmarsh to the above address.

 Simon will acknowledge receipt of your complaint within five working days of receiving it.

He will then have eight weeks to consider your complaint, speak to the member of staff who acted for you and respond to you in writing.

 If we have not resolved your complaint within this time you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint.

The Legal Ombudsman’s contact details are:

PO Box 6806, Wolverhampton, WV1 9WJ

0300 555 0333—from 9am to 5pm Monday to Friday

enquiries@legalombudsman.org.uk

www.legalombudsman.org.uk

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 or within a year of the act or omission about which you are complaining (or you becoming aware of it).

 The Legal Ombudsman deals with complaints by consumers and very small businesses. This means that some clients may not have the right to complain to the Legal Ombudsman, e.g. charities or clubs with an annual income of more than £1 million, trustees of trusts with asset value of more than £1 million and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about the bill.