Norton Peskett Complaints Procedure

We aim to offer all of our clients an efficient and effective service. You are welcome to send us compliments, complaints or suggestions but if you are unhappy with any aspect of our service you should feel free to raise the matter promptly with the Fee Earner with conduct of your case. We would much prefer that any misunderstandings are dealt with at an early stage than to have a client who is any way dissatisfied.

However should there be any matter which we cannot resolve, you may write to the firm’s designated complaints handler, Mr J R Gibbons at the following address:-
Mr J R Gibbons 
18 Church Plain 
Great Yarmouth 
Norfolk 
NR30 1NF

j-gibbons@nortonpeskett.co.uk

Mr Gibbons will deal with your complaint within eight weeks, although this may be sooner if this is a relatively simple matter. You have 12 months to complain to us from the time that you realise that there is a problem. If you are not satisfied with the way that your complaint has been dealt with you are at liberty to contact the Legal Ombudsman at the following address:-
PO Box 6806
Wolverhampton
WV1 9WJ

www.legalombudsman.org.uk

If for any reason we are unable to resolve the problem between us, then we are regulated by the Solicitors Regulations Authority (The Cube, 199 Wharfside Street, Birmingham, B1 1RN), who deal with professional conduct complaints, and complaints and redress mechanisms are provided through the Legal Ombudsman, who can be contacted at PO Box 6806, Wolverhampton, WV1 9WJ, telephone 0300 555 0333 (+44 121 245 3050 if calling from abroad), minicom text phone user 18002 0300 555 0333, by email at enquiries@legalombudsman.org.uk, or at www.legalombudsman.org.uk.

Any complaint to the Legal Ombudsman should be made within 6 months of the date of our substantive response to you but can be made 8 weeks after your initial complaint to us, whether or not the compliant is still outstanding.

© 2020 Norton Peskett Solicitors. All Rights Reserved

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CORONAVIRUS

We are taking preventative steps to minimise the risk of coronavirus in the workplace, in line with or beyond the guidance received from the Government and Public Health England. Ensuring the health and well-being of both staff and clients is of paramount importance to us, whilst at the same time seeking to maintain a high level of service.

We are no longer carrying out face-to-face appointments but using telephone or online facilities. All email addresses and telephone numbers you are currently using can be used going forward unless we tell you otherwise.

It is now required that we impose office closures for clients, but please be assured we have a robust business continuity plan that enables us to remote work as though we are still in the office.

We are happy to discuss your concerns regarding how this pandemic will affect you or your business and how we can help. We remain committed to the safety of our clients and people related to our business and are confident that the steps introduced will help minimise disruption