Complaint Procudure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we/I have [change as appropriate] 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 at this stage . If you would like to make a formal complaint, then you can read our full complaints procedure detailed below. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

COMPLAINTS HANDLING POLICY

Cross Border Legal Ltd is committed to providing a high-quality legal service to all our clients.  When something goes wrong, you need you to tell me about it.  This will help me to improve our standards.

If you have a complaint, please contact me with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

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

We will then investigate your complaint.

We will then invite you to a meeting to discuss and hopefully resolve your complaint. I will do this within 14 days of sending you the acknowledgement letter.

Within three working days of the meeting, we will write to you to confirm what took place and any solutions I have agreed with you.

If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including my suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter. 

At this stage, if you are still not satisfied, you should contact me again and we will review the decision.

We will write to you within 14 working days of receiving your request for a review, confirming my final position on your complaint and explaining my reasons.

We have been unable to settle your complaint using our internal complaints process. You have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.

What do to 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 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ