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"I wanted to email and thank you for all your hard work on my claim. It has been a very difficult time for myself since my husband passed away. The claim could have been a really hard thing to cope with but the kindness, compassion and efficient way that you work made it a lot easy to cope with. I'm grateful for the support that you've given me and all the hard work you did in getting a very successful outcome. Mesothelioma took a lovely man from his family far too early. But this claim means my husband can rest in peace knowing that his family are financially secure which as you know was all he was concerned about even in the last few days at the hospice. Thank you so much " Thank you
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  • By post - UK
  • Festival Law, Festival House,
    Jessop Avenue, Cheltenham
    Gloucestershire , GL50 3SH.
  • By phone & fax
  • Telephone: 0800 669 6012
  • Fax: 01242 633601
    Festival Law is the trading name of Festival Law (Cheltenham) Limited a Private Limited Company- number 9224019- registered in England and Wales. Registered office Festival House, Jessop Avenue, Cheltenham, GL50 3SH. The company is authorised and regulated by the Solicitors Regulation Authority 569012.


Festival Law (Cheltenham) Limited- Complaints Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a complaint, contact us with the details.

If you are unhappy about any aspect of the service you have received, or about our invoice, please take the matter up first with the fee earner dealing with the matter. If that does not resolve the problem to your satisfaction or you would prefer not to speak to the fee earner with conduct, then please take it up with one of the partners of the company. The partners of the company are Julia Briano and Ann-Marie Whelan. It is important to us that you immediately raise your concerns with us so that we can resolve any problems quickly

What will happen next?

1) We will send you a letter acknowledging your complaint and we 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. You can then expect to receive our letter within fourteen days of us receiving your complaint.

2) At this stage, if you are still not satisfied with our response, then you should contact us again. We will then arrange to review our decision and this will be within twenty working days of us receiving notice from you that you are still not satisfied with our response. If we cannot work to this timescale due to the nature of your complaint and/or any investigations that may need to be carried out we will update you with a timescale.

3) If, at the end of our procedure you are still not satisfied, you may ask the Legal Ombudsman to become involved. There are time limits for referring the matter to the Legal Ombudsman and normally you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within 6 years of the act or omission, about which you are complaining, occurring ( or, if outside this period, within 3 years from the time you should reasonably have been aware of the act or omission). You can check these time limits by visiting the Legal Ombudsman website at www.legalombudsman.org.uk. The Legal Ombudsman can be contacted via their website, by telephone on 0300 555 0333 or by letter to: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.


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