Complaints

This practice adheres to the highest professional standard and rules of conduct. However, should you have any concerns the complaints procedure outlined herein provides a process that we may resolve any confusion to our mutual satisfaction.

Read our Complaints Policy Below.

Gavin Renwick is responsible for developing, monitoring, assessing and managing the complaints procedure.

Definition

This practice has adopted the Legal Ombudsman's definition of a complaint being:

"An expression of dissatisfaction with a service relating to an act or omission about a service provided to:

A complainant (including the client);
Another authorised person whom procured the service on behalf of the complainant; or
A personal representative/trustee where the complainant is a beneficiary of the trust/estate;

Which cannot be immediately resolved to the complainant's satisfaction by the fee-earner and the matter supervisor."

Implementation

At the outset of every matter our clients will be informed of:

The Right

Their rights to complain about either the service they have received or a bill that has been rendered or both.

To Whom

To whom they should complain.

The Procedure

That the practice has a complaints procedure a copy of which will be supplied to them upon request and in any case if they make a complaint.

When a complaint has been made, the recipients of a complaint will immediately inform Gavin Renwick.

Thereafter, Gavin Renwick will inform the complainants in writing:

How and by whom their complaint will be handled; and

When they can expect an initial or substantive response to the complaint.

That the complaint will be recorded and held centrally by Gavin Renwick.

For the avoidance of doubt, this information is contained in the procedure document that is sent to the complainant.

Investigation

The complaint will be thoroughly investigated using whatever means and enquiries we consider to be appropriate with whomever we conder appropriate.

We will of course adhere to the the procedure contained in the complaint document that is sent to the complainant.

This is to ensure that:

Responsibility & Reviews

Gavin Renwick will conduct the following reviews annually:

A review of the complaints procedure which includes that which is sent to clients in order to ensure that they are being used effectively throughout the practice following which, any necessary amendments will be made.

A review of all the claims and complaints that have been received by the practice with the previous 12 months in order to:

1 CAUSE

Identify any causation trends;

2 CORRECT

Make corrections to any process or procedures that are considered necessary to assist in the prevention of future trend occurences; and

3 COMPILE

Compile a report from findings.

| Fees & Funding

| contact@renwick.law |

Complaints

Gavin Renwick is responsible for developing, monitoring, assessing and managing the complaints procedure.

Definition

Implementation

At the outset of every matter our clients will be informed of:

The Right

To Whom

The Procedure

1

CAUSE

Identify any causation trends;

2

CORRECT

Make corrections to any process or procedures that are considered necessary to assist in the prevention of future trend occurences; and

3

COMPILE

Compile a report from findings.

ABOUT

HELP

RESPONSIBILITIES