July 2024

We are 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.

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. Should you remain dissatisfied and wish to proceed making a formal complaint about our service,  please write to us with the details by sending an email to office@christopherlaw.co.uk for the attention of Mr Numan Khan. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman. Making a complaint will not affect how we handle your case.

What will happen next? 

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. 

• We will investigate your complaint. This will normally involve passing your complaint to a Client Care Consultant or the Head of Practice who will review your file and speak to the member of staff who acted for you. If your complaint is about the service you have received from the Head of Practice, then your complaint will be passed instead either to someone else in the firm unconnected with the matters raised by your complaint or to an independent solicitor unconnected with the firm.  Whoever it is that reviews your complaint is referred to below as the “Complaint Reviewer”.

• The Complaint Reviewer will contact you to discuss and hopefully resolve your complaint. This stage is referred to as the initial contact. S/he will do this within 14 working days of sending you the acknowledgement letter. 

• The Complaint Reviewer will write to you within three working days of the initial contact to confirm what took place and any solutions s/he has agreed with you.

• If the Complaint Reviewer was unable to resolve the complaint at the initial contact stage, he/she will investigate the issues you have raised further and will send you a detailed written reply to your complaint, including his/ suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.  

• At this stage, if you are still not satisfied with the outcome, you should contact us again and 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. 

• If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. 

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. 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 or within one year of the act or omission about which you are complaining occurring (or if outside of this period, within one year of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

The Solicitors Regulation Authority can also 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 Authorit.