CB Solicitors Complaints Handling Procedure
We are regulated by the Solicitor’s Regulation Authority. We are governed by certain rules and regulations put in place by the SRA including complaints and file audit. We aim to offer all our clients an efficient and effective service, and we are confident that we will do so in most cases. However, if you would like to discuss how the service to you could be improved or should there be any aspect of our service with which you are not satisfied, please raise the matter with your Caseworker at the first instance. If you would like to make a formal complaint, please contact our Complaints Handling Officers at CB Solicitors, Mr G Tizirai-Chapwanya or Mr V Madanhi and ask for a copy of our Complaints Handling Procedure. Our procedure has 5 stages as follows:
The Complaints Handling Officer of CB Solicitors in this matter will deal with your complaint.
He will record and log the nature of the problem, and, as the person responsible for resolving problems, will send you a letter acknowledging your complaint within 3 working days. In this letter, he shall confirm what will happen next.
He shall then investigate the matter by reviewing the matter file. If, for some reason, the matter cannot be investigated in this timeframe, then a letter will be sent to you notifying you of this together with the reason why and a revised timescale. Once the investigation has been completed, he shall invite you to a meeting to discuss the issue(s) you raise and hopefully resolve the complaint. This meeting will take place within 14 days of sending you the acknowledgement letter. He shall write to you within 3 days of the meeting to confirm the discussion and the solution agreed upon.
If you do not want to or are unable to attend a meeting, he shall send you a detailed reply in writing, including a solution, within 14 working days of sending you the acknowledgement letter.
If you are satisfied with his response in either Step 3 or 4 above, the matter will be closed. However, if you consider the complaint to be unresolved, you can contact the Legal Ombudsman or the Solicitors Regulation Authority, our regulator.
The Legal Ombudsman can be contacted at the following address:
The Legal Ombudsman
PO Box 6806
Tel: 0300 555 0333
NB: The Legal Ombudsman complaints procedure timescale changed in April 2023
• You must refer to the Legal Ombudsman within One year of the problem you are complaining about happening.
• You must bring the complaint forward within One year of becoming aware of this problem.
• If you failed to complete your complaint within the timeframe, it is unlikely that your complaint will be investigated.