Customer service is fundamental to everything we do.
We know that using legal services can be daunting and aim to make the process as straightforward and personable as we can. We aim to deliver a first class service every time and want your experience with Garvins Law to be a positive one.
Sometimes things go as expected though and we welcome complaints as an opportunity to review and improve our service. If something is wrong, we committed to fairly and transparently investigating it in order to resolve matters to your satisfaction. Please raise any customer issues or service complaints, and endeavour to resolve them for you as swiftly as possible.
At each stage of your case we’ll provide the name and contact details of the person responsible for it, together with details of the team manager who supervises them. If you have any concerns, or an aspect of our service is less than you expect, we’d like to hear from you immediately. In the first instance please contact the named team manager by phone, email or in writing. The team manager will look to resolve matters informally with you, within two days (excluding weekends) of your contact.
In most cases, an informal chat with the team manager will resolve your concerns.
If it doesn’t, you can formalise your complaint or speak with someone other than the team manager. Our Customer Experience Manager will record everything you’re unhappy about and recommend the best solution for you.
You can contact the Customer Experience Manager by:
Phone: 0345 8000 800
The Customer Experience Manager
New Acre House
To direct your complaint correctly, it would be helpful when contacting us if you could provide the following:
Your name and contact details
Your preferred contact method
How you’d like us to put things right
If, after exhausting our escalation process, your complaint is not resolved to your satisfaction, or the eight week period has expired without our final response, you’re entitled to refer your complaint to an Ombudsman Scheme or for Alternative Dispute Resolution (ADR). However, we’ll always be happy to discuss your issues further if you wish to do so, prior to taking this step.
For complaints about our service, including billing issues, you may contact the Legal Ombudsman:
Phone: 0300 555 0333
PO Box 6806
Other complaints bodies, known as alternative dispute resolution providers, exist, such as Small Claims Mediation (www.small – claims- mediation.co.uk), which are competent to deal with complaints about legal services, should both you and our firm agree to use such a scheme.
The Legal Ombudsman aims to resolve complaints and assist clients and their solicitors to reach a mutual agreement. There are, however, time limits for submitting complaints to them: Within six months of receiving our final response