OUR POLICY

​

We want to give you the best possible service and hope you feel you can discuss any issues with us as they arise. If at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately, so that we can do our best to resolve the problem. Making a complaint about the service you have received will not affect how we handle your case. 

​

HOW TO MAKE A COMPLAINT

​

If you are unhappy with any aspect of the service which you have received or the costs which you have been charged,you can raise your concerns immediately with the person who has had conduct of your matter or the partner, Catherine Jackson. You were supplied with their contact details when you first instructed us.

However, we understand that you may wish your concerns to be more formally investigated or you may be unhappy with any response you have already received.

If you want your complaint to be formally investigated, please set out your complaint in writing including:

 

• Your full name and contact details;

• Details of where you feel CSJ Legal failed to act appropriately;

• What you hope to achieve as a result of your complaint; and

• The file reference number connected to the conduct which has caused your complaint.

 

All complaints should be sent to:

Catherine Jackson, CSJ Legal, Monmouth Business Centre, 6 Agincourt Street, NP25 3DZ

OR by email to: catherine@csjlegal.co.uk

​

COMPLAINTS ABOUT COSTS

​

If your concern relates to a bill, then you have the right to apply to the court for an assessment of the bill under PartIII of the Solicitors Act 1974. Please note that the Legal Ombudsman may decide not to consider any complaint you may have about a bill which has already been referred to the court for assessment.

 

WHAT WILL HAPPEN NEXT?

​

• We will send you a written acknowledgement of your complaint enclosing a copy of this policy within five working days of receiving it.

• Responsibility for investigating your complaint will be assigned to the member of the firm best placed to carry out the investigation. They will normally review the file and speak to those who carried out the work.

• If appropriate, you may be invited to a meeting to discuss, and hopefully resolve, your complaint. If wepropose a meeting, you will be contacted within 14 days of the sending of the acknowledgement letter.

• If a meeting takes place, we will write to you within three days after it takes place confirming what took place and setting out any solutions which were agreed with you.

• Once our investigation is complete, we will send you a detailed reply to your complaint setting out any suggestions for resolving the matter. We would normally expect to send this reply within 21 days of sending you the acknowledgement letter. If we are not able to send you a full reply within that period, we will update you and tell you when we expect to be able to write to you again.

​

COSTS

​

We will not charge you for handling a complaint.

Please note that where you do not pay a bill, we may be entitled to charge interest on any amount outstanding in accordance with our Client Care Letter and Terms of Business. 

The Legal Ombudsman and Solicitors Regulation Authority service is also free of charge.

​

THE LEGAL OMBUDSMAN

​

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman: 

• Within six months of receiving our final response to your complaint

            and

• No more than one year from the date of the act or omission being complained about; or

• No more than one year from the date when you should reasonably have known that there was cause for complaint.

The Legal Ombudsman will not normally accept a complaint for investigation unless eight weeks have passed since you first raised your complaint with us. This is to allow us the opportunity to deal with your concerns.

 

For more information contact the Legal Ombudsman.

 

THE SOLICITORS REGULATION AUTHORITY

​

If your concern relates to our conduct you may wish to make a complaint to The Solicitors Regulation Authority. 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

 

This Policy is written in accordance with the SRA Standard and Regulations (StaRs) 2019 and the SRA Code of Conduct for Firms and for Solicitors. It shall be reviewed and updated in accordance with Regulatory and Guidance as in force from time to time.