Complaints Procedure

We always work to give the very best possible service. However, if at any point you become concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

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 at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure opposite. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

What do to 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 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

If we have entered a contract with you by electronic means you may be entitled to use the EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr.

Chester & Co Complaints Procedure

We are committed to providing a high-quality legal service and care to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details.

  1. We will send you a letter to acknowledge receipt of your complaint within 3 days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Lucy Laverack, who will review your matter file and speak to the member of staff who acted for you.
  3. Lucy Laverack will invite to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
  4. Within 5 days of the meeting, Lucy Laverack will write to you to confirm what took place and any solutions she has agreed with you.
  5. If you do not want a meeting or it is not possible, Lucy Laverack will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Partner to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming the final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you have the right to contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. The Legal Ombudsman is an independent complaints body that deals with legal services complaints. The Legal Ombudsman must be contacted within 6 months of receiving our final response to your complaint and in any event within: 6 years from the date of the act or omission giving rise to the complaint; or 3 years from the date from when you should reasonably have known there was cause for complaint. For further information, you should contact the Legal Ombudsman (Helpline number: 0300 555 0333) or refer to their website at www.legalombudsman.org.uk. OR; 9. Alternative complaints bodies (such as ProMediate (UK) Limited at www.promediate.co.uk ) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We would have no objection if you intend to use ProMediate (UK) Limited. If we have to change any of the timescales above, we will let you know and explain why.