Complaints Procedure
There may be times when a client feels that we have not achieved our normal high standards. It is important to us that we know if a client feels this has happened and that they have a way of letting us know so we can take steps to remedy it.
We are committed to providing a constantly high quality of service to our clients and to handling your work with professional skill, care and attention. If, however, you are not happy with any aspect of our service, or our bill, please speak in the first instance to the individual with overall responsibility for your matter. If that does not resolve the matter to your satisfaction or you would prefer to speak to someone else, please contact Ellen Jackson, our Operations Manager, whose contact details are;
Telephone:
01663 743344
E-mail:
ellen.jackson@chlsolicitors.co.uk
Or by post:
21-23 Union Road, New Mills, High Peak SK22 3EL.
She will investigate the complaint or arrange for a person who has not handled the case to investigate the complaint and a response will be made to you as soon as practicable.
The complaint will be dealt with fairly and free of charge.
We have a formal written complaints procedure, a copy of which you can download here. We will endeavour to deal with any complaint as soon as practicable. If we are unable to resolve your complaint to your satisfaction within eight weeks of receiving full details of your complaint, you may have the right to refer the issue to the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH or by email to enquiries@legalombudsman.org.uk. or by phone on 0300 555 0333
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. Ordinarily, you must refer your complaint to the Legal Ombudsman not later than one year from the act/omission complained of or one year from when you should have reasonably known there was cause for complaint.
Please note that the Legal Ombudsman may consider complaints from prospective clients in certain circumstances but may decline to deal with complaints from certain types of prospective clients.
If you think a Solicitor might have been dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulatory Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature instead should be referred to the Legal Ombudsman). For further information about the SRA’s role please visit their website www.sra.org.uk/consumers
You may have a right to object to our bill by making a complaint to the Legal Ombudsman and/or by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If you apply to the court, the Legal Ombudsman may decide not to deal with a complaint about the bill. If all or part of our bill remains unpaid we shall be entitled to charge interest in accordance with paragraph 6.4 of our terms of business.