In the first instance, you should contact the person dealing with your matter. This is usually the person named in the initial letter enclosing the Terms of Business. If you are unsure as to who is dealing with your matter, please telephone Reception and quote the reference, whereupon they will be able advise of the person dealing with your matter.
Goodhand and Forsyth are commited to providing high quality legal advice and client care. if you feel that we have fallen below an acceptable standard of service, we need to know. This gives us an opportunity improve our service and ensure that we are able to investigate the matter and move to a solution.
If you are not happy with the response provided by the person dealing with your matter, it must be referred to the Complaints Partner. In this instance, please contact Keith Goodhand who is the firm's appointed COLP and COFA. Keith will consider the complaint and and investigate it thoroughly. All complaints are aimed to be dealt within 10 working days. If the complaint is of a more complex nature, Keith Goodhand will advise you accordingly with a time frame as to how long you can expect a response.
Keith can be contacted via:
Telephone: 01737 773533
Post: 76 Station Road, Redhill, Surrey, RH1 1PL
Following Keith Goodhand's response, if you remain dissatifisfied, your complaint should be referred to David Forsyth, who will re-investigate the matter.
In the event that you do not agree with the final decision, you may refer your complaint to the Legal Ombudsman, whose details are:
The Legal Ombudsman
Telephone: 0300 555 0333