Our complaints policy
We are committed to providing a high-quality legal of 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 Mrs Jennifer Noel, our Client Care Partner.
You can contact Jennifer Noel at our Huddersfield office on 01484 515993, or by post, Makin Dixon Solicitors Ltd, Queen Street Chambers, 30 Queen Street, Huddersfield, HD1 2SP, . The Receptionist will pass your complaint to the Partner in charge of the Solicitor involved in your complaint. If we have to change any of the timescales set out below we will let you know and explain why.
What will happen next?
- We will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
- We will then record your complaint in our central register and open a file for your complaint.
- If appropriate we will then invite you to meet Jennifer Noel discuss and hopefully resolve your complaint. Please note that due to the current Covid-19 situation Makin Dixon Solicitors Ltd are currently working remotely and therefore we endeavour to give a full response to any complaints in 6 weeks. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, Jennifer Noel will write fully to you setting out her views on the situation and any redress that we would feel to be appropriate.
- Within one week of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
- At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.
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- Jennifer Noel will review her own decision.
- We will arrange for someone in the firm who has not been involved in your complaint to review it.
- Jennifer Noel will review your complaint within 10 days.
- We will ask our local Law Society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.
- We will invite you to agree to independent mediation. We will let you know how long this process will take.
- We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the contact number and address of the Legal Ombudsman which is Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ and telephone number is 0300 555 0333. If you are still not satisfied, you can contact them about your complaint. We very much hope that this will not be necessary.