Our complaints handling policy
CMHT Solicitors

CMHT is committed to providing a high quality legal service to all our clients.  We operate an internal complaints handling system to help us resolve any problems between ourselves.  If you are unhappy about any aspect of the service you have received, or about the bill, please let us know. 

 

Our complaints handling procedure

As set out in our initial letter you should address any complaint at first to the person dealing with your matter.  You will find their name set out in the client care letter that was sent to you.  Please tell them the details of your concerns or complaints. They will usually deal with your complaint within 7 working days.  If it is complex and needs longer they will let you know within 7 working days how long it will be before they can respond.  If you are not content with the response from the person dealing with your matter then please contact us at 55/56 Bradford Street, Walsall WS1 3QD.Telephone number 01922 646400 or email [email protected] where your complaint will be passed to his/her Supervisor.

Mrs. Valerie Cox is the Client Care Partner with overall responsibility for complaints.

 

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint and may ask you to confirm or explain the details set out.  We may send you a Client complaint form which you may wish to use to assist you.  We will confirm to you the name of the person who will be dealing with your complaint.  We hope always to be able to send you a letter within five working days of your raising your concerns, enclosing a copy of this procedure
  2. We will record your complaint in our central register and open a file, within our complaints register, for your complaint.
  3. We will then investigate your complaint. This may involve one or more of the following steps:
    • We may pass your complaint to our client care partner, Mrs Valerie Cox, who will review your matter file and may speak to the member of staff who acted for you.
    • We will examine their reply to your complaint and the information in your complaint file.  We may then ask for more information.  This will usually take up to 7 working days from receipt of the details of your complaint or completed complaint form.
  4. If appropriate we will invite you to a meeting to discuss and, it is hoped, resolve your complaint.  If a meeting is necessary we will try to arrange this within 14 days of receiving the details from the member of staff who acted for you.
  5. Within five days of the meeting, we will write to you to confirm what took place and any solutions agreed.
  6. If you do not want to attend a meeting, or if a meeting is unnecessary, we will send you a detailed written reply to your complaint, including proposals to resolve the matter.
  7. At this stage, if you are still not satisfied, you should contact us again within 28 days to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
  8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  9. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton.WV1 9WJ or call 0300 555 0333 or email: [email protected]. There is no charge to you if the ombudsman agrees to deal with the matter under the scheme.  Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. There are other limitations relating to acceptance of complaints by the Legal Ombudsman.  Generally the Legal Ombudsman can only accept complaints that have happened since 6.10.2010.  However if your problem occurred before this but you only became aware of it since that date the Legal Ombudsman may be able to help. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

 

If we have to change any of the timescales above, we will let you know and explain why.

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