Complaints Process

13 Feb Complaints Process

Our commitment

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, or about the bill, then 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 case to discuss your concerns and we will do our best to resolve any issues at this stage.

If you are unhappy about any aspect of the service you have received, or about the bill, please contact us by post to our office at 24 Elm Road, Hale, Altrincham, Cheshire, WA15 9QW or by telephone 0161 266 7030 or email mg@anythinglegal.co.uk

Making a complaint will not affect how we handle your case.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.2. We will investigate your complaint. This will normally involve passing your complaint to our Client Care Director Mr Michael Goldman who will review your matter file and speak to the member of staff who acted for you.
2. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
3. Within three days of that meeting we will write to you to confirm what took place and outline any solutions that have been agreed with you.
4. If you do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement latter.
5. At this stage, if you are still not satisfied, you should contact us again and we will

arrange for another Director within the firm to review the decision.

7. 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.
8. If you are still not satisfied with our handling of your complaint, or if we have not resolved it within eight weeks, you have the right to lodge a complaint at the Information Commissioner’s Office (https://ico.org.uk/). You can contact the ICO via their website or write to them at: Information Commissioner’s office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.

9. Before accepting a complaint for investigation, the Information Commissioner will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Information Commissioner.

10. If we have to change any of the above timescales, we will let you know and explain why.

Last updated: August 2024