Complaints Policy
Complaint Handling Policy
We are committed to providing a high-quality legal service to all our clients. We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.
How do I make a complaint?
You can contact us in writing (by letter or email) or by telephone.
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 this does not resolve matters, you can raise this with the Client Care Manager of the firm, who is Shane Hensman. You can write to him at 8 Flemming Court, Whistler Drive, Castleford, West Yorkshire, WF10 5HW, or email shane.hensman@corduslaw.co.uk or call 01977 602804.
To help us to understand your complaint, and in order that we do not miss anything, please tell us
- your full name and contact details;
- the name of the person handling your case
- what you think we have got wrong;
- how you would like your complaint to be resolved; and
- your file reference number (if you have it).
What will happen next?
NB These time limits are a guide only and may be exceeded:
- in exceptional circumstances
- because of the work involved in addressing the matters you raise
- because of the absence of the lawyer or a similar event.
- If timescales have to change you will be notified in writing
What will it cost?
There will be no charge to you handling your complaint. If you have a bill that is outstanding with the firm, making a complaint will not have any effect on that. The firm may still be pursuing it in accordance with their recovery procedure and interest may be charged in line with the Terms of Business.
What to do if we cannot resolve your complaint?
We have 8 weeks within which to deal with your complaint. If we doWe have 8 weeks within which to deal with your complaint. If we do not deal with it within this timeframe or if you still remain unhappy, you can raise your concerns with The Legal Ombudsman whose contact details are as follows:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman PO Box 6167, Slough, SL1 0EH
Referrals must be made to The Legal Ombudsman within 6 months of the date of the letter confirming the investigation has come to an end.
In any event you must raise any formal complaint within 1 year of the incident giving rise to the complaint or within 1 year of you realising there was a concern.
Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme, e.g. Ombudsman Services, ProMediate or Small Claims Mediation. We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman-details set out above.
Bethany Hinchcliffe
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. For further information about them please see;
