It is in our interests as well as yours that you receive a high-quality service. Whilst we try to avoid it, sometimes things go wrong and we need you to tell us about it. It is our policy to investigate all complaints or expressions of dissatisfaction to assist us in the improvement of the service we provide.

Complaints should be directed to:

Patricia Wentzell

Email: contact@john-williams-legal.com

Telephone: 07930 638368

Full details should be provided including the background leading up to the complaint and details of all areas of concern.

Responding to your complaint

Upon receipt of your complaint, an acknowledgement letter will ordinarily be issued within five (5) business days. This letter will include the following information:

• The name of the person investigating the complaint;
• If appropriate, confirmation of our understanding of the nature of your complaint and a statement that you should contact us if you disagree with this.

Investigation of complaints

We will promptly and thoroughly investigate all complaints.

The timescales we aim to achieve are as follows:

Within four (4) weeks of receiving your complaint we will either:

• send you our final response after completing our investigation; or
• send you a holding letter explaining why we are not in a position to resolve your complaint and advising when we will make further contact.

By the end of eight (8) weeks after we have received your complaint we will either:

• send you our final response after completing our investigation; or
• send you a response which explains why we are still not in a position to provide our final response and informing you of your other remedies at that stage.

On concluding our investigation we will produce a written report which will explain:-

• the outcome of our investigation; and
• the nature and terms of any offer of compensation; or
• reasons for not making an offer;
• any further remedies which may be available to you.

We shall assume that the complaint is resolved if we have not heard from you within two (2) weeks of our response.