Complaints Handling Procedure
If you are for any reason not happy with any aspect of our service then we do encourage you to raise the matter with us as soon as possible. Our procedure for resolving complaints is as follows:
In the first instance, you should write to or speak with the Director who is responsible for your matter, outlining your complaint. He or she will consider your complaint carefully and advise you of his or her response as soon as possible, normally within 7 days. However, if you are not happy with the response you receive and any solution proposed, or if you do not feel comfortable for any reason raising the matter with the responsible Director, you should raise the matter with our Chief Executive Officer. The Chief Executive Officer will carefully consider your complaint and will endeavour to respond as soon as possible, usually within 7 days, with proposals to deal with the matter.
We will make every effort to try to make sure all issues are thoroughly dealt with, but if your problem cannot be resolved by our complaints procedure, you do have the right to refer your complaint to the Legal Ombudsman. The Legal Ombudsman can be contacted at PO Box 15870, Tamworth B77 9LE; by telephone (0300 555 0333) or by email (firstname.lastname@example.org).
Normally, you will need to notify a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
The Chief Executive Officer can be contacted by calling the office switchboard on +44(0) 207 375 1393 or by email to Contact@Bargatemurray.com.