Complaints Handling Procedure Of Chancery CS Solicitors

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Chancery CS Solicitors are committed to providing a high-quality, efficient and effective service to all our clients, and we encourage feedback from Clients about our services. If something goes wrong, in case you are not happy with the services we have provided, including our bills or any aspect of the way in which your instructions are being handled we need you to tell us about it. This will help us to improve our standards.

Where possible, we try to resolve concerns informally. We suggest that any issues are raised with the lawyer responsible for your matter, who will do his/her best to put things right.

However, if you are still unhappy after speaking to the lawyer, or are uncomfortable discussing any issues with your lawyer, you may raise a formal complaint under this procedure.

In order to do this, please contact Mr. Austin Adjarho, the supervising solicitor, by sending an email to info@chancerycssolicitors.com or writing to Chancery CS Solicitors,
Citygate House, 7th Floor, Room 7, 246 -250 Romford Road, London, E7 9HZ.

Mr. Austin Adjarho has overall responsibility for complaints and will decide how your complaint should be investigated.

When contacting us with any concerns, it helps if you set it out in writing, where Mr Austin Adjarho will ask you to write to us to confirm the details of your complaint, including:

– 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);

but this is not mandatory and you may prefer to discuss it over the telephone. Please note, however, that we will not deal with complaints through social media or review sites – this is for your protection to ensure client confidentiality.

How the procedure works

  • Acknowledgement: within five working days of receiving your complaint, Mr. Austin Adjarho will send you a written acknowledgment explaining the next steps.
  • Investigation: this stage will involve reviewing your file and discussing your concerns with the lawyer who acted for you in order to find out what happened. We may also suggest a meeting with you to discuss and, we hope, your complaint is resolved.
  • Response: this will normally come from Mr. Austin Adjarho, but it may be a partner in the relevant department if that is appropriate. The response will be issued within 2 weeks of the date you submitted your complaint. If the matter is particularly complex, we may write to you again to confirm any further extension. We will in any event provide you with a substantive response within 20 working days of receiving your complaint.

Right of appeal.

Through this procedure, we aim to resolve all concerns to your satisfaction. But if you are not satisfied with our response, you may be eligible to refer the complaint to the Legal Ombudsman provided you do so within 6 months of the end of our internal procedure.

Any complaint to the Legal Ombudsman must usually be made within 6 years from the date of the problem which brought about your complaint, or within 3 years of the date you should reasonably have known there was cause for complaint. In addition, only individuals and certain small companies, trusts, and charities are eligible to make complain to that office.

The Legal Ombudsman will not normally accept a complaint unless we have been given the opportunity to respond first. But you can usually escalate matters to the Legal Ombudsman if:

  • The complaint has not been resolved to your satisfaction within 8 weeks from the date it was made; or
  • The Legal Ombudsman considers that there are exceptional reasons to consider the complaint sooner, or, without it having been made to the firm first; or
  • where the Legal Ombudsman considers that resolution through our internal procedure is not possible due to a breakdown in the relationship between you and the firm.

You should also be aware that, when your complaint relates to a bill, the Legal Ombudsman will not consider your complaint while your bill is being assessed by a court.

For further information regarding timescales and eligibility, please contact the Legal Ombudsman using the details below.

Legal Ombudsman contact details:

  • Address: PO Box 6806, Wolverhampton, WV1 9WJ
  • Telephone: 0300 555 0333
  • Email: enquiries@legalombudsman.org.uk
  • Website: www.legalombudsman.org.uk

Are there any alternative schemes to the Legal Ombudsman?

Alternative complaints bodies exist which are competent to deal with complaints about legal services. In our experience, the Legal Ombudsman’s scheme is the most suitable to deal with any complaints about legal services, but please let us know if you would like us to consider using an alternative scheme.

Can I complain to the Solicitors Regulation Authority (SRA)?

Chancery CS Solicitors is regulated by the SRA. If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation 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 should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please visit: https://www.sra.org.uk/consumers.

Summary

We are committed to effective complaints handling and will always try our best to promptly resolve any outstanding isģsues and put things right.

Any queries or concerns regarding this procedure or complaints generally should be sent to info@chancerycssolicitors.com

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