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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 maintain and improve our standards.

Our complaints procedure
If you have a complaint, please contact the Office Manager with the details. If we have to change any of the timescales set out below we will let you know.

What will happen next?
1.   We will send you a letter acknowledging your complaint and asking you to confirm or explain the details. We may suggest that we meet to clarify any details.

2.   We will then record your complaint in our central register and investigate your complaint. This may involve one or more of the following steps.

  1. If we acted for you, we will consider your complaint again. We will then send you a detailed reply or invite you to a meeting to discuss the matter.
  2. If someone else acted for you, we will ask them to give us their reply to your complaint. We will then examine their reply and the information in your complaint file. We may also speak to the person who acted for you.
  3. We may ask another independent local solicitor to investigate your complaint and report to us.
 
3.   At this stage we would welcome the opportunity to meet with you. We would aim to be in a position to be able to meet with you within 14 days of first receiving your complaint.  Within two days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.

4.   If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received. 

5.   At this stage, if you are still not satisfied, please contact us again. We will then arrange to review our decision within the next 10 days. This may happen in one of the following ways.

  1. We will review the decision in house.
  2. We will arrange for someone who is not connected with the complaint to review the decision.
  3. We will ask our local Law Society or another local firm of solicitors to review your complaint. This may take longer than 10 days in which case we will let you know how long this process will take.
  4. We will invite you to agree to an independent mediation. This again may take longer than 10 days and we will do our best to let you know how long this will take.

6.   We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Solicitors Regulation Authority. If you are still not satisfied, you can contact them about your complaint, but we very much hope that this will not be necessary.

Telephone: 01494 670440 Fax: 01494 670276 Email: admin@chebsey.com
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