Our complaints policy
Chiltern Legal Limited is committed to providing a high quality legal
service to all our clients. When something goes wrong, we need you to tell
us about it. This will help us to improve our standards. Whenever possible,
please raise any initial client care problems with the person acting on your
matter to give them the opportunity of resolving matters with you. Often
matters can be quickly resolved in this way.
Our complaints procedure
If you have a concern or a complaint that has not been dealt with to your
satisfaction by the person handling your case or their supervising partner,
please contact us as soon as you are aware of the problem so this can be
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within
five days of our receiving the complaint, enclosing a copy of this
- We will then investigate your complaint. This will normally involve
passing your complaint to our client care director, Debra Cooper, who
will review your matter file and speak to the member of staff (if
applicable) who acted for you.
- Debra Cooper will then invite you to a meeting to discuss and, it is
hoped, resolve your complaint. She will do this within 14 days of
sending you the acknowledgement letter.
- Within three days of the meeting, Debra Cooper will write to you to
confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, Debra Cooper will
send you a detailed written reply to your complaint, including her
suggestions for resolving the matter, within 21 days of sending you the
- At this stage, if you are still not satisfied, you should contact us
again to explain why you remain unhappy with our response and we will
review your comments.
- We will write to you within 14 days of receiving your request for a
review, confirming our final position on your complaint and explaining
- If you are still not satisfied, you can ask the Legal Ombudsman to
consider your complaint. We hope that this does not become necessary and
that we can resolve matters between ourselves. The Legal Ombudsman's
contact details are:
Address: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333 -from 8.30 am to 5.30 pm
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:
- six years from the date of the act or omission about which you are complaining occurring; or
- three years from the date you should reasonably have known there were grounds for complaint.
If we have to change any of the timescales above, we will let you know and explain why.
Complaints in relation to bills
The complaints procedure above also applies to complaints arising concerning our bill. There may also be 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; the Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.
If you believe that we have breached the principles imposed by the Solicitors Regulation Authority, you may complain to them using a Report Form, available from www.sra.org.uk, and sending it to Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN.