Complaints Procedure

We are committed to providing high quality service to all our clients. If something goes wrong, we need you to tell us about it. This will help us to improve our standards. Please contact us with the details of your complaint. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint and review your matter file and speak to the Franchise who acted for you.

Nutkin will then invite you to a meeting to discuss and hopefully resolve your complaint within 14 days of sending you the acknowledgement letter.

Within three days of the meeting, Nutkin will write to you to confirm what took place and any solutions agreed with you.

If you do not want a meeting or it is not possible, Nutkin will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Nutkin Director to review the decision.

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.

If you are still not satisfied, you can then contact the Legal Ombudsman, about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

For further information, you should contact the Legal Ombudsman on

PO Box 6806,
Wolverhampton
WV1 9WJ
0300 555 0333
or at enquiries@legalombudsman.org.uk