complaints procedure
1. Service Standards
I aim to provide you with high quality legal services tailored to meet your requirements in a friendly efficient and cost effective manner.
As a sole practitioner I will be responsible for your file throughout. My personal assistant will usually be familiar with your file and will be able to take messages and check progress for you.
I do not work fixed office hours and you may contact me by telephone or email at any time. If I am unavailable to take a telephone call please leave a message and I will return your call as soon as I can. I am usually available for evening or weekend appointments by arrangement.
It is my aim to provide a good service to my clients and I am committed to:
- keeping you informed of progress made on your file, including enabling you to access your case history online;
- explaining the legal work required;
- communicating in plain language;
- advising you of any delays and where possible explaining why such a delay is occurring;
- advising you when it becomes necessary to change the basis on which my fees are calculated;
- getting your transaction, or your case, to a satisfactory conclusion.
Please ensure that you:
- provide me with full frank and accurate information regarding relevant facts and circumstances;
- provide me with written instructions wherever possible;
- inform me if there is any significant change in your situation.
2. Making a complaint
Please tell me if you feel that you are not receiving the service that you hoped for. I always try to give a high level of service, but we are all human and we can get it wrong.
I need to know if you are dissatisfied so that I can look into the complaint promptly and thoroughly and try to put it right. I am always happy to do this.
You do not need to put your complaint in writing but you can do so if you wish. Please explain the action you wish me to take in respect of your complaint.
3. Addressing a complaint
3.1 In the first instance I would ask that you let me know informally or formally about your complaint. I can then discuss it with you and let you know how I believe it can be addressed. I hope that any issue can be resolved in this way. However there are further steps you can take if you remain dissatisfied.
3.2 I am a member of The Notaries Society. The Notaries Society is always prepared to assist in a professional and sympathetic manner if there is a difficulty. They operate an Informal Complaints Procedure which has been approved by the Court of Faculties. You can contact The Notaries Society at PO Box 226 Melton Woodbridge IP12 1WX.
3.3 My practise as a Notary is regulated by the Faculty Office of the Archbishop of Canterbury. If serious allegations are involved then the Court of Faculties has power to conduct its own investigation and disciplinary process. If you wish to register a formal complaint you can do so by contacting the Faculty Office at 1 The Sanctuary Westminster London SW1P 3JT or by telephone on 0207 222 5381 or by email to faculty.office@1Thesanctuary.com. The Faculty Office may decide to invite The Notaries Society to resolve the complaint under its Informal Complaints Procedure if this has not already been pursued.
The regulation and handling of complaints against Notaries and disciplinary proceedings are governed by the Public Notaries (Conduct and Discipline) Rules 1993 and the Notarial Appeals and Hearings Rules 2000.