Rob New, is the Director at this firm with overall responsibility for complaints handling. If you have not already done so, please let us know the full nature of the problem. Ideally, we would prefer that your complaint be confirmed in writing in order that any scope for misunderstanding can be avoided. However, this is not obligatory, and you are welcome to provide the details to me over the telephone or face to face. If you are setting out your concerns in writing then you can do this by emailing Rob New, at email@example.com or writing to me at 2 St Andrews Street, Norwich, NR2 4AF.
We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may then ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.
Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint.
Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint.
However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.
Richard Mann – Director
Arthur Balls – Director
If we enter into a contract with you and/or you become our client of our firm by electronic means (such as by e-mail or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services. This online platform can be found at http://ec.europa.eu/odr. We do have an e-mail address you may contact in this regard and that is firstname.lastname@example.org.