Complaints Procedure Policy

Noble Harbour is committed to providing a high level of professional service for our clients.

When any aspect of our service is not to the satisfaction of a client, we need to know why; and how we can act to create a satisfactory outcome.

We will always respond to, and where appropriate and possible, remedy an unsatisfactory situation.

If you have a complaint we advise that you:

• Contact the person with the day-to-day conduct of your matter
• Or if your complaint is connected with that person, the partner in charge of your matter.

Upon receipt of a complaint we will:

• Write you a letter acknowledging your complaint and asking you to confirm or explain the details. This letter will also name the individual who will be dealing with your complaint; and you can expect to receive our letter within 5 working days of us receiving your complaint.
• We will record your complaint in a central register and open a file for your complaint, also within 5 working days of receipt of your complaint.

We will then start to investigate your complaint.

• This may include requiring the person who acted for you to reply to your complaint, for which we will allow a period of 10 working days.
  We will review their response to the complaint and ask them for more information, if necessary. We will allow 5 days for the provision of a suitable response.
• We will then send you a detailed reply to your complaint, including our suggestions for resolving the issue. You can expect to receive this letter 5 working days from the completion of our investigation of the matter.
• If you are unhappy with our response at this stage, you can contact us again and we will review our decision. At this stage we will arrange for another partner of the firm to review the decision. This review will take place within 5 working days of your notification.
• We will then write to confirm our final position on your complaint, including a full, detailed explanation of our reasons and decisions. We will endeavour to respond within 5 five working days from the completion of the review. However, if we require more time to enable us to provide a satisfactory result, we will inform you as to the likely timescale for this process.

Should you then require further assistance with your complaint we would advise you to contact The Legal Complaints Service.

Their contact details are:

Helpline: 0845 608 6565
Website: http://www.legalcomplaints.org.uk/home.page