Complaints Procedure

Introduction

If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve the  Legal Ombudsman. For more information on how the Legal Ombudsman works please  visit the Legal Ombudsman website.

Timescales

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this should be done within six months of the date of a final written response in relation to your complaint.

Getting Started

To register a formal complaint, please contact us (complaints@gepp.co.uk) and include all the information suggested by the Legal Ombudsman - their website includes some useful checklists and sample letters.  Our complaints process for dealing with complaints can be found here.

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services - these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at: