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DEREK SMITH & CO

Complaints Handling Procedure

Our complaints policy

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.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within fourteen days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner Mr Iain Grundy, who will review your matter file and speak to the member of staff who acted for you.
  3. Mr Grundy will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within fourteen days of sending you the acknowledgement letter.
  4. Within three working days of the meeting, Mr Grundy will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Mr Grundy will send you a detailed written reply to your complaint, including any suggestions for resolving the matter, within twenty-one days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner either Mrs Kate Nightingale or Mrs Caroline Smith to review the decision.
  7. We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint.

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

Contact Details

Company Name:
Derek Smith & Co
Contact Email:
dereksmithsolicitors@outlook.com
Telephone:
01706 829750
Address:
138 Bolton Road
West Ramsbottom
BL0 9PD

Derek Smith & Co Location


Winder Taylor Location

Designa House Office

Contact Email:
dereksmithsolicitors@outlook.com
Telephone:
01204 389908
Address:
Designa House
569 Chorley Old Road
Bolton
BL1 6BL

Harley House Office

Contact Email:
dereksmithsolicitors@outlook.com
Telephone:
01204 498970
Address:
Harley House
568 Chorley Old Road
Bolton
BL1 6AB

Horwich Office

Contact Email:
dereksmithsolicitors@outlook.com
Telephone:
01204 697467
Fax:
01204 669133
Address:
139 Church Street
Horwich
Bolton
Lancashire
BL6 7BR

Contact Us Today

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01706 829750

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