Meadows Fraser LLP complaints procedure

Our Complaints Policy

We are committed to providing a high level of client care to all of our clients. If you have a complaint, we would appreciate it if you would tell us about it. This will help us to deliver the high standards that the firm and our clients expect.

Our Complaints Procedure

If you have a Complaint, please contact us with the details. This can be done by letter, fax or email. If you want to complain by telephone it is also helpful if you put details of your Complaint in writing. This should be addressed directly to Piers Meadows, our Managing Partner (and Client Care Partner) in the first instance.  In addition to being contactable by post and by telephone, he can be reached by email at piersmeadows@meadowsfraser.com

What will happen next?

  1. We will send you a letter or email acknowledging your Complaint and we may request further details from you. We will also let you know the name of the person who will be dealing with your Complaint if Piers Meadows is unavailable.  You can expect to receive our letter or email confirmation within five working days of us receiving your Complaint.

  2. We will record your Complaint in our central register and open a separate file for your Complaint.

  3. This will normally involve the following steps.

    • Piers Meadows or another partner will then start to investigate your Complaint.
    • The partner in charge of the review will obtain the relevant file.     
    •  He will ask the member of staff who acted for you to report to him.  
    • He will then contact you, with a response.
    • Normally we are able to complete all the steps in paragraph 3 above within a period of 15 working days from the date when we receive your Complaint.
    • If for any reason it turns out as a result of the investigation or enquiries that it will not be possible to provide a full response within the 15 working day period, the person handling the complaint will notify the complainant as soon as that becomes apparent and in any event within that 15 working day period. 

  4. if the reply (and the proposed action if any) is not satisfactory to you the relevant partner will then invite you to a meeting and discuss and hopefully resolve your Complaint.  S/he will do this within five working days.

  5. At this stage, if you are still not satisfied you are invited to contact us again. We will then arrange to review our decision.

  6. If you are still dissatisfied with the outcome of the complaint, you may refer your concerns in writing to The Chief Executive, The Surrey Law Society, 18 Station Approach, Virginia Water, GU25 4DW Tel: 01344 860 830, who will review the complaint and proposed solution.

  7. If the complaint remains unresolved after the above steps have been taken, further complaint may be made to the Legal Complaints Service, Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE, Tel: (01926 820082).  Generally any complaint to the LCS must be made within 6 months of the end of the firm’s procedure.

12th February 2009