Client complaint

Client Complaints Policy

Peter Edwards Law is committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

How do I make a complaint?

You contact us in writing by letter, fax or email or by speaking with Jola Edwards whose contact details are: jola@peteredwardslaw.com, telephone 0151 632 6699, Peter Edwards Law, 8 Market Street, Hoylake, Wirral, CH47 2AE

If the complaint you have is about Jola Edwards please contact Peter Edwards whose contact details are: peter@peteredwardslaw.com telephone 0151 632 6699, Peter Edwards Law, 8 Market Street, Hoylake, Wirral, CH47 2AE.

To help us to understand your complaint and in order that we do not miss anything please tell us:

a) your full name and contact details;
b) what you think has gone wrong;
c) what you hope to achieve as a result of your complaint;
d) your file reference number.

If you require any help in making your application we will try to help you.

How do you deal with my complaint?

We will record your complaint centrally.

We will write to you within 7 working days by letter, fax or email acknowledging your complaint and enclosing a copy of this policy.

We will investigate your complaint, this will usually involve:

a) reviewing your complaint;
b) reviewing your files and other relevant documents;
c) reviewing the person who dealt with your matter.
We also need to ask you for further information or documents. If so we will ask you to provide the information in a specific period of time.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss matters with you on the telephone.

We will update you on the progress of your complaint at appropriate times.
We will write to you by letter, fax or email at the end of our investigations to tell you that we have done what we have done and what we propose to do to resolve your complaint. We will aim to do this within 14 days of the date of our letter of acknowledgement.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please let us know and we will review the matter.

If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman as follows:

a) PO Box 6806, Wolverhampton, WV1 9WJ;
b) Telephone 0300 5550333;
c) by email at enquries@legalombudsman.org.uk.

You must usually refer your complaint within 12 months of our final written response to your complaint. Further details are available on the website www.legalombudsman.org.uk.

What will it cost?

We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter and all or some of the bill is not paid we may be entitled to charge interest on the amount outstanding as outlined in your Terms of Business letter. The Legal Ombudsman service is free of charge.