COMPLAINTS POLICY
We want to give you the best possible service and to deal with you fairly.
We acknowledge that we may not always get it right so if something has gone wrong, or if at any point you become unhappy or concerned about the service we are providing then you should inform us immediately, so that we can do our best to resolve the problem.
Making a complaint will not affect how we handle your claim.
HOW SHOULD I COMPLAIN?
In the first instance it may be helpful to contact the person who is working on your claim to discuss your concerns, and they will do their best to resolve any issues. If you would like to make a formal complaint, then we will follow our full complaints procedure.
If you wish to make a formal complaint you can contact us in writing (by letter or email) at Chelford Law, One Temple Quay, Temple Back East, Bristol BS1 6DZ or complaints@chelfordlaw.com
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- your full name and contact details;
- what you think we have got wrong;
- what you hope to achieve as a result of your complaint; and
- your file reference number (if you have it)
If you need any assistance in making your complaint we will try to help you.
HOW WILL YOU DEAL WITH MY COMPLAINT?
We will write to you within three working days acknowledging your complaint, enclosing or attaching a copy of this policy.
We will then investigate your complaint. This will usually involve:
- reviewing your complaint;
- reviewing your file(s) and other relevant documents; and
- speaking with the person who dealt with your claim.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a reasonable and specific period of time. We will update you on the progress of your complaint at appropriate times.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the claim with you on the telephone or to deal with the issue by correspondence.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
WHAT TO DO IF YOU ARE NOT SATISFIED WITH THE OUTCOME?
If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter. If we are not able to resolve your complaint ourselves and you are still not satisfied, then the Legal Ombudsman can look at your complaint independently.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. Further details are available on their website: www.legalombudsman.org.uk
If you would like more information about the Legal Ombudsman, please contact them.
WHAT WILL IT COST?
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the claim, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
The Legal Ombudsman service is free of charge.
LEGAL OMBUDSMAN CONTACT DETAILS
Visit www.legalombudsman.org.uk to find out more about the Legal Ombudsman or contact them:
By telephone on: 0300 555 0333 between 9.00 to 17.00.
By email at: enquiries@legalombudsman.org.uk
By post sent to: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
WHAT TO DO IF YOU ARE UNHAPPY WITH OUR BEHAVIOUR
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website at www.sra.org.uk to see how you can raise any concerns with the Solicitors Regulation Authority.