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Complaints Procedure

Complaints Procedure

  1. If you are not happy with any aspect of the service provided by Sackvilles, you should tell the person dealing with your matter as soon as possible. They will make every effort to resolve the situation.
  1. If you are not able to resolve the situation between the two of you, then you will need to put your complaint in writing to the Partner with overall responsibility for your matter. His or her name will be in your original retainer letter. If you do not have this to hand then please write to Mr P D Robins, our Senior Partner or Mrs Jean Robinson our Practice Manager.
  1. We will write to you acknowledging receipt of your letter and confirming the details of your complaint within 7 working days.
  1. The Partner concerned will request a copy of your file of papers and discuss your concerns with the person handling your matter.
  1. An agreement will be reached on the necessary action required and we will write to you further confirming any discussions we have had and what we will be doing to resolve the situation. We will respond fully to you within 8 weeks of receipt of your complaint.
  1. If you are still not happy with our service and, therefore, we have failed to resolve your complaint then you may seek further help from the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. The telephone number is 0300 555 0333 or by email to enquiries@legalombudsman.org.uk.  However, we would hope to resolve the matter without the need for you to take this step.