COMPLAINTS PROCEDURE
We are committed to providing a high standard of service to all our clients. If you have any concerns or are unhappy with the service we provide, you should contact us immediately, so that we can do our best to resolve the problem.
COMPLAINTS PROCEDURE
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 the matter is unresolved, then please contact our Client Care Partner James Richardson with the details. The email to contact us is claims@komodo.law.
Our timeline for complaints handling as set out by the Solicitors Regulation Authority (SRA). Working days referred to below are our Firm’s working days, which are Monday to Friday, excluding Bank Holidays.
Step 1, we will telephone and/or write to you to acknowledge receipt of your complaint within 3 working days of receiving it. We may ask you at this stage to clarify any aspect of your complaint.
Step 2, We will investigate your complaint. This may involve speaking with the person who dealt with your matter, reviewing your files and other relevant documents and we may request further information from you to assist with our enquiries.
Step 3, We will contact you within 7 working days in writing to set out our preliminary position in relation to your complaint and address any appropriate solutions.
Step 4, If the matter is not yet resolved and there is further information from our previous letter, we will send you a detailed written reply to your complaint within 14 days, including suggestions to resolve the matter and invite you to a meeting if preferred.
Step 5, If you are not satisfied, you should contact us again and we will arrange for an internal review of the decision.
Step 6, We will write to you within 14 working days of receiving your request for a review, confirming our final position on our complaint and explaining our reasons.