Dear Mr McMorrow,
Thank you for your email and your time over the phone yesterday.
As discussed over the phone, I appreciate that our deadline of to respond to your service complaint at the first stage of our process, is outside of the one month timeframe listed on our website. Please accept my sincere apologies regarding this, I can confirm that as an organisation we are putting steps in place to reduce the length of time it is taking us to respond.
Prior to starting the stage one service complaint investigation, either myself or an alternate Customer Experience Specialist, will contact you to confirm the complaints we are able to consider. I am aware that we previously completed a service complaint investigation for you, under reference SC-0400. Please be aware that we will be unable to reconsider any service complaints that we considered within that investigation, we will however ensure that we take into account the overall effect of any failings identified within both investigations
I can confirm that whilst the service complaint is pending, I have liaised with the investigator, Mr Nabi, who has confirmed that they will contact you to ensure they have a full understanding of your complaint against the lawyer. Mr Nabi has confirmed that he will contact you by regarding this matter.
Yours sincerely
David Johnson
Customer Experience Specialist