Complaints Policy & Procedures

At Cleversons Solicitors we always aim to provide the highest standard of service to our clients.  We understand however, that there are occasions where you may feel you are unhappy or concerned with our services.  If this is the case we ask that our client’s are open with us and seek to discuss their matter with us in a clear manner so that we can ensure we do all we can to put your mind at ease wherever possible.

If you wish to formally raise a complaint, we ask that you first raise any issues you have with the file handler dealing with your claim. They can then do their best to try and resolve any matter outstanding which are causing your concern.

In the unlikely event that you continue to be unhappy with the service provided then you are invited to read our Complaints Procedure which can be found here.

What if we cannot resolve your complaint to your satisfaction?

You can refer your matter to the Legal Ombudsman who can help you with the same.  They will consider your complaint independently and it will not affect how we continue to handle your matter if you continue to instruct us during the process.

Please understand that prior to accepting a complaint to be investigated the Legal Ombudsman will require that you do all you can to resolve the matter directly with us by following the Complaints Procedures. If you have done this you will have a limited time of 6 months to make your complaint to the Legal Ombudsman from the date of our final response to the same and no more than 6 years from the date of any act or omission, or 3 years from when you ought to have known your had cause to complain.

For more information about the legal ombudsman please visit:

www.legalombudsman.org.uk or telephone 0300 555 0333 between 9am and 5pm.

Email: enquiries@legalombudsman.org.uk or write to them at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

If you have concerns regarding our behaviour or conduct, such as dishonesty, taking or losing money you have provided to us or treating you unfairly or discriminating against you, you could raise this with our regulators.  We are Authorised and Regulated by the Solicitors Regulation Authority and you will find a link to their website upon ours on the home page.