Complaints policy

We always aim to provide a high standard of service, which takes into account the individual needs and circumstances of our clients. Whilst we hope that we will exceed your expectations, we accept that this might not always be the case. If you are unhappy with the standard of service you have received, you should tell us.

 

How to make a complaint

Should you wish to make a complaint, you can do so in writing or you can speak directly with the Complaints Manager, whose contact details are:

Name: Mr Christopher Germaine
Email: chris@optimalsolicitors.com
Telephone: 0161 250 7771
Address: 3rd Floor, Oakland House, Talbot Road, Manchester, M16 0PQ

Alternatively, you may complain directly to the person dealing with your matter.

When making a complaint in writing, please include all of your details including any file reference if you have one. You should set out clearly:

  • why you are dissatisfied
  • what steps you would like us to take

If you require help with making a complaint, please let us know so that we can try to help you.

 

How we deal with complaints

We treat all complaints very seriously and you can be sure that all complaints are dealt with professionally, sensitively and with integrity.

When investigating your complaint, we will:

  • review your complaint with your file and any other related documents
  • speak directly with the person that dealt with your matter
  • where necessary, organise a meeting with you to discuss the complaint

We will inform you in writing of the outcome of our investigations and the decision reached.

If your complaint is upheld, we will apologise and set out what steps we intend to take to put things right.

 

Appeals

You may appeal our decision (or our proposed remedial steps) by contacting the Complaints Manager.

Appeals will either be dealt with by another senior person at this firm (who has not previously been involved), or another independent person where appropriate. We will ask for your permission before sending details of your complaint to a third party.

The person dealing with the appeal will review the first decision (which may involve further investigation) and confirm to you in writing the outcome of the appeal.

 

Timescales

We aim to:

  • Acknowledge your complaint within 3 working days of receipt
  • Investigate your complaint fully within 7 working days of acknowledgment of the complaint
  • Send our decision to you in writing within 14 days of acknowledgement of the complaint.

If you appeal our decision, we aim to write to you setting out the outcome of the appeal within 14 days of receiving your appeal.

 

Ensuring the problem is solved

If you have exhausted our internal complaints procedure and are still not happy with the outcome, you can refer your complaint to the Legal Ombudsman:

  • by post at PO Box 6806, Wolverhampton, WV1 9WJ 
  • by telephone: 0300 555 0333, or
  • by email: enquiries@legalombudsman.org.uk

The Legal Ombudsman scheme has certain rules, including that:

  • you are only eligible if you are an individual, trust or very small company,
  • you should refer your complaint within 6 months of our final written response to your complaint and, in any event, within 6 years of the act you are complaining about.

More information can be found at www.legalombudsman.org.uk

The Legal Ombudsman service is free of charge.