Client Support
Complaints Procedure
In the first instance it may be helpful to contact the person who
Table of Contents
Introduction
What to Do If You Have a Complaint About the Service We Have Provided
Escalating Your Complaint Further
Introduction
At Consumer Rights Solicitors, we take any concerns or dissatisfaction regarding our services very seriously. We are committed to addressing complaints promptly, fairly, and transparently. Our goal is to ensure that every client receives professional, efficient, and courteous service, and we welcome feedback as an opportunity to improve our standards.
In the first instance it may be helpful to contact the person who is working on your case, if your case is not up to a stage where you have a case handler yet. We recommend that you, contact us, using the contact details following below. Initially, any complaints received are referred to a team leader, who will review your concerns, and we will do our best to resolve any issues.
What to Do If You Have a Complaint About the Service We Have Provided
Complaint procedure steps:
- Your complaint will be acknowledged within 5 working days by the person handling the complaint.
- We will then provide you with a final response within 20 working days. Should additional investigation be required, a response will be sent within 8 weeks in line with SRA regulations.
If you are not satisfied with the response provided by the person handling your case, you may escalate your complaint to their senior management. The name of the manager can be found on your initial correspondence, or you can obtain it by contacting us at 0161 464 3509.
If, following investigation by senior management, you remain dissatisfied with the response then your complaint may be referred to the Managing Director, at info@crsolicitors.co.uk which is addressed for the attention of Kavon Hussain or by post at: Consumer Rights Solicitors, 4th Floor, Lee House, 90 Great Bridgewater Street, Manchester, M1 5JW
If you are unable to submit a complaint in writing, please call us on 0161 464 3509. We will assist you in raising your complaint to ensure it is carefully examined and resolved as promptly as possible.
Escalating Your Complaint Further
We are regulated by the Solicitors Regulation Authority.
If you are not satisfied with the final response of our Managing Director, you may refer your complaint to the Legal Ombudsman (LEO). Time limits for referring complaints to the Legal Ombudsman are set by the Legal Ombudsman and may change from time to time. For the latest information, please visit www.legalombudsman.org.uk.
Reporting Concerns to the Solicitors Regulation Authority (SRA)
The Solicitors Regulation Authority can help if you are concerned about our conduct, ethics, integrity, or compliance with professional standards. The SRA does not generally deal with complaints about poor service, which should usually be directed to us first and then, if necessary, to the Legal Ombudsman.
Further information can be found at:
www.sra.org.uk
Referral to the Legal Ombudsman
If we are unable to resolve your complaint to your satisfaction, you may escalate the matter to the Legal Ombudsman. The Legal Ombudsman provides an independent review of complaints about legal services and contacting them will not affect how we continue to handle your case.
Before the Legal Ombudsman can investigate your complaint, they will confirm that you have first attempted to resolve the matter with us. Once you have completed our internal complaints procedure, you are eligible to refer your complaint to the Legal Ombudsman.
Website
www.legalombudsman.org.uk
Telephone
0300 555 0333 (10am–4pm)
Telephone
Relay UK: 18001 0300 555 0333
enquiries@legalombudsman.org.uk
Address
Legal Ombudsman, PO BOX 6167, Slough, SL1 0EH