Last updated: April 27, 2024

Our Complaints Policy 

Acorns.Community CIC committed to providing a high-quality service to all of our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards and arrive at a resolution with you

If you have a complaint, please email us with the subject titled complaint and the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next? 

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, who will review your matter file and speak to the member of staff who acted for you.
  3. A Director will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, A Director will write to you to confirm what took place and any solutions s/he has agreed with you.
  5. If you do not want a meeting or it is not possible or appropriate, a Director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Director to review his/her own decision and/or appropriate review by a 3rd party mediator to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the

Legal Ombudsman,

PO Box 6806,

Wolverhampton

WV1 9WJ

about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk

This policy is reviewed every year.

Last reviewed date by all the company directors of Acorns.Community CIC

This policy was adopted by Acorns.Community CIC on 24/01/2024

Signed on behalf of the Management Committee by:

Founding Director: Acorns.Community CIC

The policy has been reviewed by the Management Committee on:

Date 24th January 2024

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