Silverback Commercial Law Services Limited – Complaints Policy

We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.

If you want to make a complaint, please contact the managing director, Joanne Tullock by telephone 0844 967 2700, email jo.tullock@silverbacklaw.co.uk, post to Silverback Commercial Law Services Limited, 8 Regents Court, Far Moor Lane, Redditch, B98 0SD. If you have special needs which we should take into account due to language or disability, please let us know. If you do need to complain, we will deal with it according to our complaints procedure, a copy of which is below.

Introduction

We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.

The aim of the formal complaints process is to resolve a problem to the satisfaction of the person making the complaint.

Our complaints contact is Joanne Tullock, telephone 0844 967 2700, email jo.tullock@silverbacklaw.co.uk, post to Silverback Commercial Law Services Limited, 8 Regents Court, Far Moor Lane, Redditch, B98 0SD. If you have special needs which we should take into account due to language or disability, please let us know. We aim to deal with complaints according to the following timetable.

 

Complaints process timetable

 

Action Timescale
Acknowledge the complaint in writing and send a copy of the complaints procedure Within two working days
Invite you to a meeting or to discuss the issues by telephone Within two working days
Confirm the outcome of the meeting or telephone conversation in writing Within three working days of the meeting/telephone conversation
Investigate the issues Within 14 days of receiving the complaint
 

If a meeting/telephone discussion is not possible or required: investigate the issues

Write to you with the outcome Within 21 days
Review and close the complaint Within 8 weeks of receiving the complaint


If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.

If there is a professional negligence issue we are under an obligation to report this to our insurers and how matters are dealt with thereafter may be subject to their discretion.

The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.