We are committed to providing a high-quality legal service to all our clients. If something goes wrong, we want to know about it so that we can resolve the issue, improve our standards, and maintain your confidence in our firm.
Our Complaints Procedure sets out information on how you can raise a complaint, the complaints process and information about other oversight regulators and organisations.
You will also find references to our Complaints Procedure in our Standard Terms and Conditions of Business.
If you are dissatisfied with any aspect of our service, whether it is regarding the service you have received or about our bill, you are entitled to complain.
In that event, please contact Sammi Hsu, our Managing Partner and Client Care Partner.
You can contact her at our office, by telephone on 020 7436 5151 or by email at sh@cbglaw.co.uk.
You may raise your complaint verbally or in writing, including by email or letter.
To assist us in handling your complaint efficiently, please include as much detail as possible, such as:
Acknowledgement
Upon receiving your complaint we will send you a written acknowledgement within 5 working days. This acknowledgement will include a timeline for further responses.
If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
We may also ask you for further details about your complaint.
Investigation
Our Client Care Partner will thoroughly investigate your complaint. This may involve reviewing your case file, discussing the issues with the staff involved, and gathering any additional information required.
If appropriate we will then invite you to meet the Client Care Partner to discuss and hopefully resolve your complaint.
Interim Updates
If the investigation requires additional time, we will update you on our progress every two weeks.
Meeting
We may suggest a meeting whilst we are investigating your complaint.
If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, the Client Care Partner will write to you as set out below in the Final Response section.
Final Response
Within 8 weeks of receiving your complaint, we will provide you with a detailed written response. This will include:
If we have a meeting with you and we agree upon a resolution with you we will confirm this in writing within 8 weeks of receiving your complaint.
Changes to timescales
If your complaint requires more time, we will inform you of the reason for the delay and a revised response timeframe.
If you are not satisfied with our final response, or if we do not provide a final response within 8 weeks, you may refer your complaint to the Legal Ombudsman:
The Legal Ombudsman typically expects complaints to be referred within six months of receiving a final written response from us about your complaint and one year from the date or act or omission giving rise to the complaint, or one year from the date you should reasonably have known there were grounds for complaint.
Some clients may not have the right to complain to the Legal Services Ombudsman and this will be explained if it applies to your matter.
We do hope that this will not be necessary and that you will only contact them after following our internal procedures above.
Alternative complaints resolution bodies also exist and they are competent to deal with complaints about legal services. They provide alternative dispute resolution services. However, as the Legal Ombudsman is an alternative and independent organisation we do not agree to use any other alternative providers.
If your complaint is about a bill, you have a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If all or part of a bill remains unpaid, the Firm may be entitled to charge interest.
Your complaint will be handled with confidentiality in line with our privacy policy and data protection obligations. Information will only be shared with those involved in resolving your complaint and, if applicable, with relevant regulators or oversight bodies.
We value feedback from our clients. All complaints are logged and reviewed periodically to help us identify areas for improvement. We may contact you to discuss your experience to help us enhance our services.
You will not be charged for the cost of handling a complaint.
