Complaints Procedure

Our complaints procedure

At first instance, we would request that you contact the person you deal with at Gordon Lowe & Co solicitors if you are unhappy with anything regarding our work for you.

Where this is not appropriate or has not been successful, please put in writing the details of your complaint including:

• your name and address

• the name of the person you are making the complaint about

• the nature of the work we are conducting for you

• details of what has made you unhappy

What happens next?

Your complaint will be recorded within one working day and acknowledged with a letter within five working days which will contain information regarding the name of the person who will be handling your complaint.

Stage 1 of the complaint process involves the client care solicitor examining the complaint and the information on file before replying to your complaint. They may arrange a meeting with the aim of discussing and, hopefully, resolving your complaint. Any meeting will be followed up with a letter confirming what has been discussed and any solutions agreed.

If this is unsatisfactory, Stage 2 of the complaints process would involve independent mediation followed by a letter from us confirming our final position and providing you with the details of the Legal Ombudsman should you still be dissatisfied with the outcome.

A full version of our complaints procedure can be downloaded here