Complaints

COMPLAINTS


Clayton Stoke Solicitors is committed to providing a high-quality legal service to all our clients. When something goes wrong, you need you to tell us about it. This will help us to maintain and improve our standards. If you are unhappy about any aspect of the service you have received or about our charges, you have the right to complain. We have a procedure in place which details how we handle complaints which is available from our partner, Jas Nijher. She can be contacted on jas@claytonstoke.co.uk or 01753 463462.


In the first instance, you should raise your complaint with the person who is handling your matter, and we will do our best to resolve any issues. If you are not satisfied with their response, you can contact Jas Nijher who will acknowledge your complaint within five working days of receiving it. Your complaint will then be investigated, and we aim to resolve it within 15 working days of receiving a Client Complaint Form. We will keep you informed of our progress throughout the investigation. Making a complaint will not affect how we handle your case.


LEGAL OMBUDSMAN


If you are unhappy with the service you have received from us, the Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently.


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 our final response to your complaint

        and

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.


Their contact details are:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone 0300 555 0333

Email address: enquiries@legalombudsman.org.uk

Legal Ombudsman Website: www.legalombudsman.org.uk


SOLICITORS REGULATION AUTHORITY


The Solicitors Regulation Authority can 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.


You can raise your concerns with the Solicitors Regulation Authority by visiting their website.



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