TKN Solicitors seeks to use its expertise, experience and service levels, so as to avoid actions or lack of the same, giving rise to a client complaint. However, it is accepted that occasionally things happen in a matter, which cause legitimate complaint. If the matter cannot immediately be satisfactorily resolved by the person acting for you, complaint should be made, preferably in writing, to the following: –

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TKN Solicitors Ltd, The Old Fuel Depot, Twemlow Green, Cheshire CW4 8GJ

E-mail: DJG@TKNSolicitors.com

Telephone: 0161 832 5000

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All complaints and the process will be dealt with in a transparent, fair, non-discriminatory and proportional manner.

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1. We will acknowledge your complaint within 3 working days of receipt and tell you who will be investigating your concerns.

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2. Your file will be reviewed to ascertain what has happened and the current position. The matter will be discussed with the person who acted for you. Occasionally, we will require further information and may need to telephone or meet with you. We usually deal with a complaint within 28 days of acknowledging the same, but sometimes longer is required to provide a full response. We will advise you in writing if we believe more than 28 days will be required to deal with a complaint.

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3. We will conduct an investigation, tell you what we have found out (in writing) within the timescale detailed above. We will offer a solution or remedy, if appropriate. The majority of complaints will be resolved at this stage.

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4. We sincerely hope that we will be able to resolve any complaint to a client’s satisfaction, but if you continue to be dissatisfied, please contact us. You can do so by post to David Gallagher, TKN Solicitors Ltd, The Old Fuel Depot, Twemlow Green, Cheshire CW4 8GJ or by email DJG@TKNsolicitors.com. David, a Director and experienced Senior Solicitor, will arrange a further review of the matter and may be assisted by a Senior Manager or Director, not previously involved in the complaint. After fully investigating your complaint we will give you our final written response, which will explain the reasons behind the decision.

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5. If we are unable to resolve your complaint within 8 weeks of acknowledging the same or we fail to provide a final written response in that time, you may have the right to refer the matter to the Legal Ombudsman. The service is generally only available to members of the public, small businesses, charities, clubs and trusts. You should refer your complaint within 6 months of our final response to you. The Legal Ombudsman can accept a complaint within 6 years of the act/omission or 3 years from when you should reasonably have known about the problem. The Legal Ombudsman will not ordinarily accept complaints unless the act/omission (or when you should reasonably have known that there was a problem) was after 5th October 2010.

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Contact details for the Legal Ombudsman are:

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Legal Ombudsman, 
PO Box 6806, 
Wolverhampton 
WV1 9WJ.

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0300 555 0333

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enquiries@legalombudsman.org.uk www.legalombudsman.org.uk

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6. We are required to tell you about Alternative Dispute Resolution. This is a form of mediation similar, but separate to, the Legal Ombudsman. Complaints bodies known as alternative dispute resolution providers do exist, such as Small Claims Mediation (www.small-claims-mediation.co.uk), which are competent to deal with complaints about legal services, but you need to obtain our express prior permission to use such a provider before ADR can start. This doesn’t apply to contacting the Legal Ombudsman, which you can do at any time. We don’t agree to use any companies within the ADR scheme, but will fully co-operate with the Legal Ombudsman should you choose to contact them instead. You can find out more about ADR online.