We hope that you will have no cause to be dissatisfied with the service which you receive from Highfin Limited. However, if you do feel that the matter is not being dealt with appropriately and you have any grievance, you should in the first instance try to resolve the matter with the individual dealing with your case. If we cannot resolve the matter between ourselves, then the firm will deal with your complaint, in accordance with the complaints procedure set out below.
In the event of a complaint arising we will investigate your complaint. This will normally involve you putting the complaint in writing and this will pass your complaint to our Complaint Officer who will review your file and speak to the member of staff who acted for you.
The Complaints officer will then invite you to a meeting to discuss and hopefully resolve your complaint. Following the meeting and within 7 days of the meeting the complaints officer will send you a detailed written reply to your complaint, including his suggestions for resolving the matter. You must reply to this letter within 21 days of sending you the letter whether there are any further concerns which need to be addressed.
At this stage if you are still not satisfied, you should contact us again and we will arrange for a meeting with both yourself and someone not related with the matter at the firm or independent person appointed and agreed by both parties to review the decision.
We will then write to you within 14 days of the meeting, confirming our final position on your complaint and explain our reasons.
If the matter is still not resolved through the internal complaints procedure then any complaints lodged with the Legal Complaints Service must be lodged:
- within six months of the date of our final decision;
- within 6 years of the act or omission about which you are complaining;
- within 3 years of when you should reasonably have been aware your complaint
Their address is the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. For further information you should contact Legal Ombudsman on 0300 555 0333 or www.legalombudsman.org.uk.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.