Complaint Resolution Policy

The team at Argo Life & Legacy Ltd set high standards when we work for you.  We endeavour to do all that we can to make sure that work is concluded in a timely manner and to your satisfaction.  We are however aware that sometimes we do not live up to the high standards we set out and that this can cause frustration and upset.  If these situations occur it is our job to make sure we resolve any dissatisfaction as soon as possible.  We want you to be aware of the process that we follow as part of our resolution process and this is the complaints procedure we follow.

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If we did not meet your expectations, and you wish to provide feedback or escalate your concerns please write to the address below marked for the attention of Kelly Collier or if you prefer email your feedback or complaint to kelly@argolifeandlegacy.co.uk.

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Types of complaint

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1. Within forty eight hours of receipt of your written complaint, it will be recorded in our central register and a separate file opened. We will send you a letter of acknowledgement and may ask you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. 

2. For oral complaints, we will try to deal with the matter on the telephone but if that is not possible we will ask you to put the details in writing and the following procedure will be followed.

 

 

Time Frames

 

We will then start to investigate your complaint. This may involve one or more of the following steps:

 

1. We may ask the member of staff who acted for you to reply to your complaint direct or we may examine their reply and the information in your complaint file. We may need more information on more complex matters.

2. We will aim to send you a detailed written response within two weeks of receipt of your complaint, or

3. If we are unable to reply within that period, we will let you have the proposed timetable for response.

 

If you are not satisfied with our response, we will invite you to a meeting to discuss and hopefully resolve your complaint. Within two working days of the meeting we will write to you to confirm what took place and any solutions that have been proposed.

 

Process

 

​What to do if you are not happy with the outcome:

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If eight weeks have elapsed from the date of your complaint, you may wish to refer this matter to:

 

Legal Ombudsman (LeO)

PO Box 6167

Slough SL1 0EH

 

tel: 0300 555 0333

email: enquiries@legalombudsman.org.uk   

 

https://www.legalombudsman.org.uk/for-consumers/complaints-process/how-to-complain-to-your-service-provider/

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If it is about the personal and professional conduct, rather than the service provided, of a CILEx member including Student members, Associate members, Affiliate members, Graduate members, CILEx Fellows, CILEx Practitioners, Approved Managers, Compliance Managers and Authorised Entities you may also refer a complaint to:

 

CILEx Regulation

Room 301 Endeavour House

Wrest Park

Silsoe

Bedford MK45 4HS

 

tel: 01234 845 770

email: info@cilexregulation.org.uk 

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https://cilexregulation.org.uk/problems-and-complaints/

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Alternative Dispute Resolution bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do not agree to use the Pro Mediate scheme but here are their details

 

Pro Mediate Limited UK

Brow Farm

Top Road

Frodsham

Cheshire WA6 6SP

 

tel: 0203 621 3908 or 07827 961 764

email: enquiries@promediate.co.uk 

web: www.promediate.co.uk)

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We would hope that you will be satisfied with the service we provide and we would therefore encourage you to tell our regulator what you think of the service you have received. To do this visit www.cilexregulation.org.uk and complete the CILEx Regulation Client Survey in the section consumers.

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Please note:

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1. working days means any day other than Saturdays, Sundays and bank/national holidays

2. strict time limits apply to the above process. We have eight weeks to try and resolve your complaint to your satisfaction before LeO can become involved. If you remain dissatisfied, you must refer the complaint to LeO within one year from the date of the act or omission being complained about or no more than one year from the date when you should have realised there was a cause for complaint and within six months of receiving a final response from us to you complaint.

3. The LeO Scheme covers client complaints or those complaining on behalf of a client who has a complaint. It does not extend to events prior to 6 October 2010.