We hope you will never have any cause to complain. However, if you are ever dissatisfied with any aspect of our service please give us the opportunity to address your grievances or concerns and put things right. We aim to provide seamless service and welcome any feedback – good or bad so we can continue to deliver the best outcome for all our clients.
We will:
- Acknowledge the complaint in writing and send a copy of the Complaints Procedure within 2 working days
- Invite you to a meeting or to discuss the issues by telephone within 3 working days
- Confirm the outcome of the meeting or telephone conversation in writing, within 3 working days of the meeting/telephone conversation
- Investigate the issues within 14 days of receiving the complaint
- If a meeting/telephone conversation is not possible or required, we will investigate the issues and write to you with the outcome within 28 days
- Review and close the complaint within 8 weeks of receiving the complaint
- If we are unable to adhere to the timelines indicated above, we will write to explain why and provide a new date
Legal Ombudsman
If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, you can then complain to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint and
- No more than one year from the date of the act / omission that gave rise to the complaint; or
- No more than one year from when you should reasonably have known there was cause for complaint.
The address is Legal Ombudsman PO BOX 6167, Slough, SL1 0EH, telephone 0300 555 0333 (between 10am to 4pm) or Relay UK: 18001 0300 555 0333 or email [email protected]. Alternative visit www.legalombudsman.org.uk for more information.
CILEx Regulation
CILEx Regulation will investigate free of charge, any allegations of misconduct made against members of CILEx. Complaints of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events which gave rise to the complaint, whichever is the greater. You can contact CILEx Regulation at CILEx Regulation, Room 301, Endeavour House, Wrest Park, Silsoe, Bedfordshire, MK45 4HS T: 01234 845770 E: [email protected] W: www.cilexregulation.org.uk
Alternative Dispute Resolution
Please note that currently we do not engage in Alternative Dispute Resolution (ADR) as we believe the complaint investigation services offered by CILEx Regulation and the Legal Ombudsman are more appropriate.