Client Feedback/Complaints

Client Feedback

We aim to achieve the best results for our clients. To maintain standards in line with current market/client expectations, we rely on client feedback.

We monitor satisfaction and gather feedback by: requesting feedback during annual client reviews, business trips and meetings and marketing events; actively seeking feedback on an annual basis either by telephone, meetings or written survey.

We always welcome feedback from our clients, so please feel free to send any comments on CJC, and/or the service you've received, to feedback@cjclaw.com. All emails to this address are sent to a member of the Business Support team, and therefore if you wish your comments to remain anonymous please state within your email and we will ensure that your comments are dealt with confidentially.

Complaints

We are committed to providing our clients (and third parties) with an efficient and professional service. However, if this falls short of your expectations, you should contact the director of CJC who is responsible for overseeing your relationship with CJC. We will make every attempt to ensure that your complaint is resolved promptly and the outcome communicated to you in writing. A copy of our full complaints procedure is available upon request. Please email our Complaints Director, alistair@cjclaw.com

If your complaint or claim cannot be resolved between us, you may be entitled to ask the Legal Ombudsman of England and Wales to investigate your complaint. For further information you should refer to their website: visit the Legal Ombudsman website.

Time limits apply, generally within 6 months from the date of our final letter.

You can contact the Legal Ombudsman by telephone on 0300 555 0333, by email enquiries@legalombudsman.org.uk or in writing at:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services - these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at:

If your complaint relates to a concern about our data handling, or a data breach, you may complaint directly to the ICO.

If you are concerned about our conduct in a matter, you may raise your concern with the Solicitors Regulation Authority.

If your complaint is about our bill, you may also apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If all or part of the bill remains unpaid, we may be entitled to charge interest.

Timescales

In normal circumstances you are required to register a complaint within one year. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary:

You must register your complaint with us within one year
The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

Getting Started

To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman - their website includes some useful checklists and sample letters.