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Formal Complains Procedure

We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can. If you want to make a complaint, please email Patricia Ling on and put ‘COMPLAINT’ in the subject heading. Alternatively, you can write a letter and post it to Patricia Ling at Garden House Solicitors, 23 London Road, Hertford, Hertfordshire, SG13 7LG.

If you do need to complain, we will deal with it according to our complaints procedure, a copy of which is below.


The aim of the formal complaints process is to resolve a problem to the satisfaction of the person making the complaint.

We aim to deal with complaints according to the following timetable.

Complaints process timetable

Legal Ombudsman

If you are not satisfied with my findings, you can contact the Legal Ombudsman at

Legal Ombudsman
PO Box 6167


about the complaint. Any complaint to the Legal Ombudsman must usually be made within one year of the date of:


· the act or omission being complained about or

· when the complainant should have realised that there was cause for complaint.


For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at


The address is PO Box 6167, Slough, SL1 0EH, telephone 0300 555 0333 or email

Acknowledge the complaint in writing and send a copy of the complaints procedure
Within seven days of receipt of complaint
Invite you to a meeting or to discuss the issues by telephone
Within seven days of receipt of complaint
Confirm the outcome of the meeting or telephone conversation and agreed course of action in writing
Within three working days of the meeting/telephone conversation
If the complaint is not resolved at the meeting/telephone discussion or such meeting is not possible, we will investigate the issues and write to you with the outcome
Within 8 weeks of receiving the formal written complaint. if the complaint is of a very complex nature or involves a vast amount of documents and we are unable to respond to you within this timeframe, we will write to you explaining why and advise you of an alternative date by which you will receive further contact from us.
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