We can respond to complaints that have been raised against you whilst acting on your behalf and taking your instructions. This can be an effective use of your time whilst securing a resolution through our resolution service as we continue the communication until the matter is closed. This also evidences that the complaint has been dealt with in a professional manner.


We offer a free consultation where you will be able to explain the complaint that has been raised against you and provide any evidence or details that will be important to us along with your preferred outcome.




We will assess the issue in full and make a decision on the options available and agree the best approach to dealing with the complaint. The assessment process includes investigating the complainants issue and evaluating the most effective communication channel. This may at times include an on site visit with either yourself, the complainant or both. We will assess any legal obligations that may have an impact on the resolution and once we have completed the assessment in full, we will estimate the approximate time it should take to resolve the issue. We may also suggest and offer mediation if this is suitable.




Once we have a detailed complaint resolution plan that is tailored to resolve the complaint, we will provide you with a quote to act on your behalf and seek resolution of the complaint raised against you and complete the full resolution process on your behalf. There are times when we will seek to recover your costs from the complainant however this is only in cases when it is deemed that the complainant is at fault or seen to be unreasonable in raising the complaint against you.



Once the contract has been agreed, we will begin the resolution process. We will make contact with the other party and continue communications whilst keeping you updated on the process throughout. We will constantly evaluate the process in order to ensure you are happy with the progress that is being made.


Once a resolution has been agreed, the resolution process will be closed. Whilst we do not envisage you will be in a similar position again, if you do find yourself dealing with a dispute again, we will be pleased to support you as we have done for so many others.


In the eventuality that your dispute is not resolved by us, we will provide you with a full report detailing all the steps that have been taken by us and will include all paperwork, evidence and correspondence. This will be beneficial if the matter goes to court. You can use this report as evidence of the steps you have taken to resolve the issue. This may be welcomed by the courts as your attempt to resolve the issue as courts can order you to make attempts at resolution if you haven't already done so.


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