The solicitors conduct rules require us to include details of our complaints process on our website.

We want to give you the best possible service. If at any point you become unhappy or concerned about the service we have provided then you should inform us immediately. The partner or lawyer responsible for your matter will then make every effort to deal with any queries or concerns that you may have.

If you have any unresolved concerns, or do not wish to raise them with the individual lawyer involved, please contact our client care partner, Alastair Tulloch. We operate a full complaints handling procedure and full details of this are shown on the following page. Any complaint will be investigated thoroughly under that procedure and you will be informed of the result as quickly as possible.

If for any reason we are unable to resolve any problem between us then you may use the complaints and redress scheme operated by the Legal Ombudsman. The Legal Ombudsman's team will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ The Solicitors Regulation Authority may also be able to help you if you are concerned about our behaviour.

You can raise your concerns with the Solicitors Regulation Authority.

TGW Law Detailed Complaints Process

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 maintain and improve our standards.

Our complaints procedure

If you have a complaint, please write to Alastair Tulloch with the details.

What will happen next?

1. Alastair will send you a letter acknowledging your complaint and asking you to confirm or explain the details. He will also let you know who will be dealing with your complaint. You can expect to receive his letter within 2 days of our receiving your complaint.
2. We will record your complaint in our central register and open a file for your complaint. We will do this within a day of receiving your complaint.
3. We will acknowledge your reply and confirm what will happen next. You can expect to hear from us within a day of your reply.
4. We will then start to investigate your complaint. This may involve one or more of the following steps.
   • If Alastair acted for you himself, he will consider your complaint again. He will then send you his detailed reply or invite you to a meeting to discuss the matter. He will do this within 10 days.
   • If someone else acted for you, Alastair will ask them to give him their reply to your complaint within 5 days. He will do this within a day.
   • Alastair will then examine their reply and the information in your complaint file. He may also speak to the person who acted for you. He will do this within 3 days of receiving their reply and the file.
   • Alastair will ask another independent local solicitor to investigate your complaint and report to him. He will do this within 3 days.
5. Alastair will then write inviting you to meet and discuss and hopefully resolve your complaint. He will do this within 3 days.
6. Within 2 days of the meeting Alastair will write to you to confirm what took place and any solutions he has agreed with you.
   
   If you do not want a meeting or it is not possible, Alastair will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. Alastair will do this within 5 days of completing his investigation.
7. At this stage, if you are still not satisfied, you can write to us again. Alastair will then arrange to review our decision. This may happen in one of the following ways.
   • Alastair will review the decision himself within 5 days.
   • Alastair will arrange for someone who is not connected with the complaint to review my decision. He will do this within 10 days.
   • Alastair will ask our local Law Society or another local firm of solicitors to review your complaint within 10 days. He will let you know how long this process will take.
   • Alastair will invite you to agree to independent meditation within 5 days. He will let you know how long this will take.
8. Alastair will let you know the result of the review within 5 days of the end of the review. At this time he will write to you confirming our final position on your complaint and explaining his reasons. He will also give you the name and address of the Legal Complaints Service. If you are still not satisfied, you can contact them about your complaint.
   
   If Alastair has to change any of the timescales above, he will let you know and explain why.