Complaints Procedure

Crown & Law Solicitors has very high standards which we are determined to maintain. If you are unhappy with any aspect of our service, please contact Dr Boniface Chimpango, our complaints handling solicitor. Any complaint will be fully investigated free of charge. At the conclusion of any internal complaints handling procedure you also have the right to complain to the Legal Ombudsman, full details of this, their address and our complaints procedure is set out below:

  1. Any complaint received from a client is treated very seriously. All details are recorded or studied if in a letter. The person responsible for the client’s file will then notify the solicitor in charge of complaints. A complaint will be acknowledged within 2 days of us receiving it. The client will then be sent a copy of this procedure.
  2. The person involved in dealing with your matter will study the complaint in detail, referring back to the client’s file etc. They will then telephone the client to try to resolve the complaint over the phone and propose some course of action to remedy the situation and also to try and avoid it happening again. If the client is satisfied a report is then passed to the complaints handling solicitor to consider further preventative action.
  3. If the client is not satisfied with the course of action proposed by the person dealing with your matter, then the complaint will be passed to the complaints partner for further investigation.
  1. The complaints handling solicitor will, based on the information that he has gained from the file, and discussions with the person dealing with your matter, contact the client either by telephone or letter. He will try to resolve the problem and if appropriate come to an agreement with the client on the course of action to be taken.
  2. Follow up action: corrective and preventative actions will be taken to resolve the current complaint and prevent it from happening again. Written confirmation shall be given to the client of the final response.
  3. All complaints, together with associated documentation, will be filed in a complaints’ file and kept by the complaints partner.
  1. If a client remains dissatisfied after exhausting the internal procedure, he or she should be referred to the Legal Ombudsman.

 

If we are unable to settle your complaint using our internal complaints process, you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, which deals with legal services complaints.

 

You have six months from the date of our letter advising you that we have been unable to settle your complaint using our internal complaints process in which to complain to the Legal Ombudsman, whose address is:-

 

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

 

Telephone: 0300 555 0333

 

Email address: enquiries@legalombudsman.org.uk

 

Website: www.legalombudsman.org.uk

 

Alternative complaints bodies (such as Ombudsman Services - http://www.ombudsman- services.org/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.