Complaints Policy Procedure

1. We are committed to providing a high-quality legal service to all our clients. We appreciate that we may not always get it right, so if something does go wrong, we need you to tell us. This will enable us to improve our standards of service.

How do I make a complaint?

2. You can complain to us in writing (by letter, email, or fax) or by speaking with our Senior Compliance Officer whose contact details are: –

Mr Christopher Furbey
107 Heaton Moor Road
Heaton Moor
SK4 4HY

Tel: 0161 975 1900

Email: c.furbey@cj-law.co.uk

2. Mr Furbey is also our firm’s Managing Partner.

3. To help us better understand your complaint, please tell us: –

• Your full name and contact details.
• What you believe we have done wrong.
• What you wish to reach as a result of your complaint, and
• Your file reference number.

What happens next?

4. We will record your complaint.

5. We will write to you within 5 working days acknowledging your complaint and we will enclose a copy of our complaints policy.

6. We will investigate your complaint, and this will include: –

• Scrutinising your complaint.
• Inspecting your file and other relevant documents.
• Discussing your concerns with the lawyer who dealt with your case.

7. We may need to ask you for further documents or information. If this is the case, we will ask you to provide this information within a fixed time period.

8. We may also invite you to meet with us to discuss your complaint. If you prefer for the matter to be dealt with by telephone, we will arrange this.

9. We have 8 weeks to consider your complaint from receipt of it and will provide a final response within this timeframe.

10. At the end of our investigation, we will write and explain to you what we have done and what we plan to do to resolve your complaint.

Do I have a right to appeal?

11. If you are not satisfied with the outcome of our complaints handling procedure, please first let us know. We will review the matter again.

If you are still unhappy you can ask the Legal Ombudsman to investigate your complaint. You can contact the Legal Ombudsman: –

• By post at PO Box 6806, Wolverhampton, WV1 9WJ
• By telephone 0300 555 0333
• By email enquiries@legalombudsman.org.uk

12. The Legal Ombudsman will not normally accept a complaint unless we have been given the opportunity to respond first. You must refer your complaint to the Legal Ombudsman within 6 months of the date of our final response.

13. From the 01 April 2023 you also need to refer your complaint to them within 1 year of the problem you are complaining about happening, or if the problem occurred more than 1 year ago, you need to bring your complaint to them within 1 year of you becoming aware of the problem. The date of a complaint to them cannot be before either we have issued our final response, or 8 weeks has past since the complaint was raised with us.

Making a complaint to the SRA

13. All solicitors’ firms in the UK are regulated by the Solicitors Regulation Authority. The Solicitors Regulation Authority can take action when for example, solicitors are dishonest, take or lose your money or treat you unfairly.

14. As a Solicitor’s firm in the UK, we are regulated by the Solicitors Regulation Authority. Complaints can also be made to the SRA. You can report your complaint here

What are the costs of a complaint?

15. We do not charge you for investigating your complaint.

16. The Legal Ombudsman Service is free of charge.