Complaints may be received directly from clients or from third party representatives. In the event of any complaint the matter must be immediately referred to Nick Cookson. Clients will be made aware in writing before signing a contract of their right to make a complaint, to whom this can be made and how by supplying them with a copy of our complaints handling procedure. It should be noted that every expression of dissatisfaction amounts to a complaint. Where any client expresses concern about the service, steps should be taken to resolve that matter and it should be treated as a complaint.
Any complaint received from a third party representative such as Trading Standards or the Citizens Advice Bureau should be immediately referred to Nick Cookson.
Public Complaints procedure
If you are unhappy or have any concerns, then please contact us. You can make a complaint in person, in writing, by email or over the telephone. We wish to resolve any queries quickly and satisfactorily.
At Legal and Financial Solutions Ltd, customer relations is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients' concerns quickly and efficiently.
If you have a complaint please submit this in writing to the following address, or by telephone using the telephone number provided below. Complaints may also be made through email or by visiting us at the following details:
Express Networks 1
1 George Leigh Street
0161 926 1000
What happens next?
You will receive a written or electronic acknowledgment of your complaint within five working days.
Within eight weeks of receiving the complaint;
We will send you either;
- a final response which adequately addresses the complaint.
- a holding response which explains why we are still not in a position to make a final response, give reasons for the further delay and inform you that you may refer the handling of the complaint to the Legal Ombudsman (address detailed below) if you are dissatisfied with the delay.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.
What to do if you are not satisfied with our response.
If you are not satisfied with our response or if a complaint is not resolved after eight weeks, you may refer the complaint to:
PO Box 6804
Tel: 0300 555 0333
The Regulator will only intervene once all steps of the company's 'in house' complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, the Regulator cannot determine a complaint or award compensation.
We reserve the right not to consider a complaint which is more than six months old. We will confirm to you in writing whether a complaint has been made outside the time limit.
The role of Nick Cookson
Nick Cookson will at all times be responsible for the investigation of complaints. Where necessary input will be sought from other employees.
Nick Cookson will retain a log of all complaints received and the outcome. A complaints file will be created for each complaint, reference to the log, and which will contain all communication with complainants, the actions taken to investigate the complaint, the findings and a copy of the final response to the complainant.
The responsibility of The Firm
The Firm will provide assistance to the Legal Ombudsman in connection with the investigation, consideration or determination of complaints where it is reasonably able to provide it.
The Firm must comply with a notice that requires specified information or documents to be provided to the Legal Ombudsman under section 147 of the Legal Services Act 2007.
The Firm must comply with any direction contained in a determination made by the Legal Ombudsman under section 137(2) of the Legal Services Act 2007 where the determination of the complaint has been accepted by the complainant and is binding and final.