Complaints

It is our aim to ensure that any dissatisfaction, from or on behalf of a complainant, whether oral or written and whether justified or not, is handled fairly, effectively and promptly and resolved at the earliest opportunity.

Our complaint handling procedure is designed to provide for:

• Receiving complaints by letter, telephone, e-mail or face to face
• Responding to complaints
• The appropriate investigation of complaints
• Notifying complainants of their right to go to The Claims Regulator where applicable

Our complaint handling procedure will also make provision for:

Complaints will be investigated by an employee of sufficient competence who, where appropriate, was not directly involved in the matter which is the subject of the complaint.

The person responding to the complaint will have the authority to settle complaints or have ready access to someone who has the necessary authority.

The person responding to the complaint will adequately address the subject matter of the complaint and, where a complaint is upheld, offer appropriate redress.

Complaints should be addressed as followed:

Nicholson Jones Sutton Solicitors Limited
St Georges Chambers
St Georges Place
Macclesfield
Cheshire
SK11 8BT

Telephone: 01625 667166

Fax: 01625 667212

If at the end of our internal complaint process you remain dis-satisfied, you do have a right to complain to the Legal Ombudsman (www.legalombudsman.org.uk) but must do so within 6 months of our final written response and no more than 6 years from the date of the act/omission or no more than 3 years from when you should reasonably have known there was cause for complaint. The Legal Ombudsman can be contacted by telephone on 0300 555 0333 or by email to enquiries@legalombudsman.org.uk or by writing to Legal Ombudsman, PO Box 6806. Wolverhampton, WV1 9WJ

Nicholson Jones Sutton Limited is regulated by the Solicitors Regulation Authority (SRA) (www.sra.org.uk) Number: 520188

See www.sra.org.uk/solicitors/standards-regulations for access to the SRA Code of Conduct. The SRA can be contacted by telephone on 0370 606 2555 or on +44 (0)121 329 6800 for international callers or by writing to the Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN