"We are committed to providing a high quality legal service to all our clients.When something goes wrong or you are not satisfied with our services we need you to tell us about it. This will help us to improve our standards."

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If you are still not satisfied with the outcome of the review you may wish to make a complaint to the Legal Complaints Service which is part of the Law Society but runs completely independent of it.
If you are not satisfied with Mr Rutherfords response you may contact him again with your reasons. He will then arrange to review the decision.  He will do so in conjunction with one of the other Partners in the firm and will let you know the result of the review within fourteen days of your request for a review.
1/12/2008

Walters & Barbary Solicitors

If at any time after you have sent a complaint in writing you feel that a meeting or a further meeting with Mr Rutherford would be helpful then please let him know.
Although we will try to comply with the above time scales there may be occasions when we cannot do so and in this instance we will let you know why and give you a revised time scale.
In the event that you have a complaint concerning Mr Rutherford and he has not been able to resolve the matter promptly or to your satisfaction then you should make the complaint to Robert Cope.
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Once in receipt of your letter of complaint and any clarifying information Mr Rutherford will investigate your complaint by speaking with the person who had the conduct of your matter and examining your file.If matters need further clarification he will contact you. He may suggest a meeting.Mr Rutherford will then send you a detailed reply to your complaint. This will include a suggestion for resolving the matter.He will try to send you such a letter within fourteen days of receiving your initial complaint and any clarifying information.

 
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WHAT WILL HAPPEN NEXT
If you are unhappy about any aspect of the service you have received then please contact initially the person dealing with your matter.If your complaint cannot be resolved by him or her promptly and to your satisfaction and you wish to take it further then please contact the Senior Partner, Stephen Rutherford by telephone or in writing.
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OUR COMPLAINTS PROCEDURE

We will file your letter of complaint in a central register and open within it a separate file for your complaint in which all correspondence concerning it will be placed.
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If we receive a complaint in writing then we will send to you a letter acknowledging it and Mr Rutherford may ask you to confirm or explain certain aspects of it.We will try to acknowledge your letter within two working days of us receiving it. 
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If you have made contact by telephone then Mr Rutherford will discuss the matter with you by telephone and try to resolve the matter immediately.If however, the nature of your complaint is involved or complicated Mr Rutherford may ask you to put the details in writing.

        

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