What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving the complaint. Fergus Dalgarno will investigate your complaint. He will review your matter file and speak to the member of staff who acted for you. Fergus will provide you with a detailed response, including any suggestions for resolving the matter where appropriate, within twenty-eight days. If more than twenty-eight days are required, for example where complex issues are raised, then you will be informed of the reason for the delay and a timeframe agreed.
At this stage, if there are still outstanding issues or you are still not satisfied, you should contact us again and we will arrange for Louise Burns-Lunt, COFA, to review the decision. We will write to you within 28 days of receiving your request for a review, confirming our final position to you on your complaint and explaining our reasons.