In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then please read our full complaints procedure before doing so. Making a complaint will not affect how we handle your case.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint
and
No more than six years from the date of act/omission; or No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
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 to see how you can raise your concerns with the Solicitors Regulation Authority.
Complaints Procedure
Introduction
Any expression of dissatisfaction about the service you have received from Consumer Rights Solicitors will be considered seriously and we will ensure that we respond promptly to any complaint. Consumer Rights Solicitors is committed to providing a professional, efficient and courteous service to all our clients.
If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.
What to Do If You Have A Complaint About The Service We Have Provided
If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to his/her supervising partner or manager. The name of the supervising partner or manager will also be found on your initial correspondence or, if you do not have this, by contacting the supervising partner on 03333443211. The supervising partner or manager will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days.
If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting. If, following investigation by the supervising partner or manager, you remain dissatisfied with the response then your complaint may be referred to the Managing Director, kavon@crsolicitors.co.uk or by post at: Consumer Rights Solicitors, Lloyds House, 18 – 22 Lloyds Street, Manchester M2 5WA.
If there are any circumstances which make it difficult for you to make a complaint in writing, please call the Managing Director on 03333443211 who will do all they can to assist you. The Managing Director will ensure that your complaint about the service provided by Consumer Rights Solicitors is carefully examined and resolved as quickly as possible.
Referral to The Legal Ombudsman
If you are not satisfied with the final response of our Managing Director you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.
The Legal Ombudsman’s contact details are as follows Telephone: 0300 555 0333 (international: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ