Complaints Procedure
We want to give you the best possible service. However, 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.
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 you would like to make a formal complaint, then our full complaints procedure is below. Making a complaint will not affect how we handle your case.
Making A Complaint
The person within the firm to contact if you wish to make a formal complaint about any aspect of the service you have received from the firm is Christopher Burgon.
A complaint can be made by telephone, email or letter. As a client of the firm you should already have our telephone number and postal address. If not, these are available on our website, www.christopherburgon.co.uk. Christopher Burgon’s direct email address is cb@christopherburgon.co.uk.
You will receive a written acknowledgement of your complaint within two working days.
We will seek to resolve your case within eight weeks of our acknowledgement.
We will inform you as soon as possible, if there will be any prejudice or disruption to your case in dealing with your complaint.
You will not be charged for any time spent in resolving your complaint.
We will take reasonable steps to investigate your complaint thoroughly. We may ask you for further information or clarification to assist us in this process.
We will notify you in writing of our decision, the reasons for that decision and our proposed remedy to your complaint within the eight week time limit.
What to do if we cannot resolve your complaint
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 a final response to your complaint
and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
