Our complaints handling policy and procedure

Gittins McDonald is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received please contact Sian Cooke (client care officer - ‘CCO’), using any of the following:

Once you make a complaint:

  1. The CCO will acknowledging receipt of your complaint within five days of your raising your concerns, enclosing a copy of this procedure
  2. The CCO will then investigate your complaint by reviewing your matter and file and if appropriate speak to the member of staff who acted for you
  3. Once the investigation is complete the CCO will write to you with the outcome of the investigation and if appropriate will set out what will be done
  4. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments
  5. We will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons
  6. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk

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