TERENCE MICHAEL WILLEY AND COMPANY LIMITED
(“TMW & CO”)

1. A complaint is an oral or written expression of dissatisfaction which alleges that you the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.

2. We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to resolve matters with the person dealing with your case, please contact Mr. Mark Andrew Willey, Solicitor at Terence Michael Willey & Company of 27a, Cross Street, Ryde, Isle of Wight PO33 2AA – Tel 01983 811222 mark.willey@terencewilley.co.uk in the first instance setting out your complaint.

3. Once we have received your complaint, Mr. Mark Willey will write to you within 7 days to explain how your complaint will be investigated. If a complete response to your complaint has not been made by that time, you will be told the latest date by which a complete answer will be given to your complaint (this should not be more than 28 days after we have received your complaint). If you have made the complaint verbally either at a meeting or on the telephone, we will set out in our full response our understanding of the nature of the complaint.

4. The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly. If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Mr. Terence Michael Willey of Terence Michael Willey & Company of 27a, Cross Street, Ryde, Isle of Wight PO33 2AA – Tel 01983 811222 smokey.1@btopenworld.com who will conduct a separate review of your complaint and you will be told about the conclusion of this review within 28 days.

5. If following the review process, you remain dissatisfied with any aspect of the handling of the complaint you may contact directly the Legal Ombudsman to ask them to consider the complaint further. In such instance please see the contact details on the separate list as set out in this Complaints Procedure.

Unless it agrees that there are fair and reasonable reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and response to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman Service if we have not resolved your complaint within 8 weeks of us receiving it.

Your complaint to the Leo should be made no later than:
(i) 1 year from the date of the act or omission being complained about; or;
(ii) 1 year from the date when the complainant should have realised that there was cause for complaint.

The LeO has discretion to accept out-of-time complaints, where it is “fair and reasonable” to do so.

Alternative complaints bodies such as Ombudsman Services www.ombudsman-services.org exist is competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

We agree to use the Ombudsman Services Scheme should you wish to do so.