Step.1.

In the event that you feel unhappy with our service and wish to complain this needs to be in writing, via e-mail, or by telephone.

Step 2.

Upon receipt of your complaint we will send you an acknowledgement of your complaint within five business days of receipt.  In this correspondence we will identifying the person who will be handling the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint.

Step 3.

In the four weeks following receipt of your complaint, we will send you either:

  • A final response adequately addressing the complaint; or
  • A holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Step 4.

At a maximum of  eight weeks of receiving your complaint we will send you either:

  • A final response ; or a response which:
  • Explains why we are still not in a position to make a final response, explaining the reasons behind the delay and we will also let you know when we expect to be able to provide a final response; and
  • you may refer the complaint to:
    Legal Ombudsman
    PO Box 6804
    Wolverhampton
    WV1 9WG

    Tel: 0300 555 0333cmc@legalombudsman.org.uk
    Visit: www.legalombudsman.org.uk/cmc

Step 5.

Where we decide that redress is appropriate, we will provide you with a full explanation of what we believe to be fair redress and will provide you with any offer of redress that you accept.  This does not mean that you will always be offered a financial payment, but could involve a written apology.

Step 6.

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion.  Should your complaint be made outside the six months we will confirm this to you in writing.

Step 7.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

Tel: 0300 555 0333

cmc@legalombudsman.org.uk

Visit: www.legalombudsman.org.uk/cmc

Step 8.

The Ombudsman can review the handling of the complaint and can give a direction on further handling of the complaint.