Complaints Procedure

Our objective at Archers Law is always to give our clients an excellent service.

If you feel that we have fallen below the high standards we set ourselves, please contact us and will do everything we can to put matters right. We will look into all expressions of dissatisfaction with Archers Law, our staff, a concern about an invoice, or our service. Our complaints procedure is set out below. We will follow this procedure whenever a complaint arises: we are dedicated to learning from every mistake, and continuing to improve our service to our clients.

Wherever we find that we are at fault, we will own up as quickly as possible, offer a full apology and do everything in our power to put matters right.

Once a complaint has been dealt with, we will be alert to the lessons that can be learned for the future.

In dealing with complaints our objectives are:

  • To act promptly, thoroughly and fairly
  • To learn from every mistake and look to continuously improve our service
  • If you wish to contact us about a concern or complaint you have please email Maria Calvy and we will contact you to discuss your concerns.

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 would like to make a formal complaint, please request our formal complaints procedure. Please be assured that making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. For example, if you feel we are treating you unfairly because of your age, a disability or other characteristic.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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

Within six months of receiving a final response to your complaint

and

No more than six years from the date of act/omission; or

No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: [email protected]

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

CONTACT US

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Chelmsford Office
78 New London Road
Chelmsford
Essex
CM2 0PD
Tel: 01245 216888
Fax: 01245 216880

At Archers we aim to make our service as accessible as possible to all our clients and always give the best advice we can. Please feel free to contact us online, by phone or by post.

We aim to answer all enquiries as soon as possible but, if your matter requires urgent attention, we would encourage you to call us directly.

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