Thompson Budd Complaints Procedure
What to do if you have a complaint.
In the first instance, contact the fee earner who is handling your matter or Mr Thompson or Ms Penny directly. If you have any doubt about who is the solicitor in charge, please ask the person handling your work. If your concerns are unable to be resolved informally within the relevant practice area, we ask you to summarise the complaint in a written letter or email, enclosing any relevant documents and send them to Alan Thompson whose address is:
First floor. Stanford Gate. South Rd, Brighton BN1 6SB or email
What Will Happen Next?
We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure. Your complaint will be recorded in a central register and allocated a reference number.
Mr Thompson or a senior solicitor not involved with your case will independently review the matter about which you wish to complain. To be able to respond fully to the issues, you have raised we will speak to the responsible fee earner for your file and write or speak to you regarding clarification of any points which will help us reach a decision.
Within twenty-one days from the receipt of your written complaint, or upon receipt of your further clarification where this is requested, we will write to you with a full response to your complaint, explaining whether we believe the complaint is justified, and why. If we uphold the complaint we will apologise and advise.