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 and we may be able take remedial action.

Our Complaints Procedure

If you have a complaint, please contact Tom Leach, our Client Care Partner.  You can contact him at 6 Victoria Place, Carlisle, CA1 1ES telephone 01228 55 22 22. tsl@burnetts.co.uk

What will happen next

1. We will send you a letter acknowledging your complaint within 3 days of us receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint.  This may involve one or more of the following steps:-

• We may ask the member of staff who acted for you to reply to your complaint

• We may examine their reply and the information in your complaint file.

• We may invite you to meet our Client Care Partner to discuss and hopefully resolve your complaint.

3. Within 10 working days of sending you the acknowledgement letter we will send you a detailed reply to your complaint.

4. At this stage if you are still not satisfied you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

5. We will write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.

6. If you are still not satisfied you can then contact the Legal Complaints Service of Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE about your complaint.  Any complaint to the LCS must usually be made within 6 months of the date of our final decision on your complaint but for further information you should contact the LCS (Helpline number 0845 608 6565) or refer to their website at www.legalcomplaints.org.uk.

If we have to change any of the timescales above we will let you know and explain why.