M RILEY & CO SOLICITORS LTD
We are committed to providing a high quality legal
service to all our clients. When
something goes wrong, we need you to tell us about it. This will help us to improve our standards.
How do I
make a complaint?
You can contact the file handler dealing with your
case, by telephone or in writing (by letter, fax or email) or alternatively by
speaking with, or writing to our Practice Manager, Mrs Pip Riley whose contact
- Graham M Riley & Co
Solicitors Ltd, 14-16 Hoghton Street, Southport. PR9 0PA
To help us deal with your complaint please tell us:
- Your full name and
contact details and, if possible, your file reference number
- What you think we have
What Will Happen
- We will record your
- We will send you a
letter acknowledging your complaint, and enclosing a copy of this policy. We will also let you know the name of
the person who will be dealing with your complaint. You can expect to receive our letter
within 3 working days of us receiving your complaint.
- We will then start to
investigate your complaint. This
will normally involve the following steps:-
(i) reviewing your complaint
(ii) reviewing your file(s) and other relevant documents
(iii) Speaking with the person that dealt with your
- We may need to ask you
for further information or documents. If so, we will ask you to provide the information within a specific
period of time.
- If appropriate, we may
invite you to a meeting to discuss your complaint. You do not have to attend if you do not
wish to, or if you are unable to. We will be happy to discuss the matter with you on the telephone.
- We will write to you at
the end of our investigation to tell you what we have done and our
suggestions for resolving your complaint. Where possible, we will aim to do this within 21 days of the date
of our letter of acknowledgement.
- If we have to change
any of the time scales above, we will let you know and explain why.
What if I
am not satisfied with the outcome?
- 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. Mr Graham Riley,
Principal in the firm will review our decision within 10 working days.
At this time he will write
to you confirming our final position on your complaint, and explaining our
- If you are still unhappy
you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman at:
- P O Box 6806,
Wolverhampton. WV1 9WJ
- By telephone 0300 555
- Any complaints to the Legal Ombudsman
must usually be made within 6 months of you receiving a formal written
response from us regarding your complaint, and within six years of the act
or omission you believe to have occurred (or within 3 years of you
becoming aware of it). The Legal
Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.