Complaints Policy and Procedure

Our Complaints Policy and Procedure

Our Complaints Policy

We are committed to providing a high-quality legal 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 Claire Armer, Operations Director in any of the following ways:

  • By email to Claire.Armer@newtons.co.uk
  • By phone to 01423 789050
  • By post to our main office address, Attention Mrs C Armer, Newtons Solicitors, St James Business Park, 5 Grimbald Crag Court, Knaresborough HG5 8BQ

If we have to change any of the responsibilities or time scales set out below we will let you know and explain why.

What will happen next?

Within one working week we will send you a letter acknowledging your complaint enclosing a copy of this Complaints Policy and Procedure. We may ask you to explain or confirm any of the 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 register your complaint on our central register and fully investigate your complaint by examining the relevant file.

We will write to you setting out our detailed response to your complaint within 28 days of receipt of your complaint, where appropriate offering redress. Alternatively and if appropriate, we may invite you to the office to meet Claire Armer and/or any other staff member involved to discuss and, we hope, to resolve your complaint no longer than 28 days after first receiving your complaint. If you would prefer not to meet please let us know straight away.

Within three working days of that meeting we will write to you to confirm what took place and to record any points that have been agreed with you.

Where we are able to, we will look at a range of remedies, from a sincere apology, to a reduction in any bill and/or repayment of money sent to us.

If, after receiving our written response any issues remain unresolved for you, please let us know. We will then arrange to review our decision. We will aim to do this within 10 working days of you contacting us again. This review will happen in one of the following ways:

  • Claire Armer will review her own decision, or
  • We will arrange for someone in the firm who has not been involved in your complaint to review it.

We will let you know the result of the review within 5 working days of the end of that review. At this time we will write to you setting out our final response and explain our reasons.

If you are still not satisfied, you can contact the Legal Ombudsman about your complaint, though we very much hope that this will not be necessary. You must raise your complaint with the Legal Ombudsman within 6 months of our final response to it. The Legal Ombudsman can be contacted: