Complaints

We value your business and do not wish you to have any reason to be unhappy with us. We are confident of providing a high quality service. It is therefore important that you raise any concerns you may have with us immediately so that we may address them. This will help us to improve our standards.

Informal resolution

If you are dissatisfied with the service received or if you are dissatisfied with regards to a charge on a bill received, please first contact the lawyer who is dealing with your matter and they will try to resolve your concerns informally. If you would prefer not to speak to the lawyer concerned please contact Steven Forster our Complaints Director who will speak with you informally. Steven Forster can be contacted at Victory House, Henley Way Doddington Road, Lincoln LN6 3QR.

Formal procedure

If it is clear that you remain dissatisfied and you do not already have a copy of our complaints policy, we will send you one.  In any event, a copy can be requested from steven.forster@pagenelson.co.uk or by telephone or by letter from any of our offices. Our aim will always be to deal with your concerns as quickly as possible and without recourse to any formal complaint’s procedure, if that is possible.

Stage 1

You should write to Steven Forster our Complaints Director at Victory House Henley Way Doddington Road Lincoln LN6 3QR or email steven.forster@pagenelson.co.uk. Please clearly mark your letter or email “formal complaint” and outline the cause of your dissatisfaction and if possible, the action you would like us to take in order to remedy that dissatisfaction.  

Stage 2

We will acknowledge receipt of your complaint within three working days. Unless you otherwise request, Steven Forster will be the person who will deal with your complaint. 

Stage 3

Steven Forster will have full access to all the information and personnel that they require to investigate your complaint properly. He may contact you directly to discuss and confirm your heads of complaints and request any further information from you to assist the investigation.

Steven Forster will recommend the action which he believes would be recommended by the Legal Ombudsman if the complaint was referred to their office.

Stage 4

Steven Forster will provide you with a detailed assessment report together with his recommendations to resolve the complaint.

We have forty days from the date we receive your complaint to fully investigate and provide our final response to you.

If we have to change any of the timescales above, we will contact you to explain why.

You will not be charged for our time spent dealing with a complaint.

Stage 5

If you are still not satisfied, the next step is for you to contact the Legal Ombudsman by one of the following methods:

Contact Details

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am and 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9W

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