Our Complaint Policy

Have you got a complaint against C&C Solicitors Ltd?

Clients’ complaints procedure

We hope that you will never have a reason to complain about our service to you or a bill of costs that we send to you. However, if something does go wrong or the bill appears to be incorrect, please bring it to our attention as soon as you can. We will try to resolve the matter fairly and quickly.

The firm’s director is Anton Srikandakumar who is responsible for this procedure.

There is a body called the Legal Ombudsman, an independent body that handles complaints about legal services. Their details are The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, telephone 0300 555 0333. Legal Ombudsman email is [email protected]. 

You can ask the Legal Ombudsman to become involved at the end of our internal complaints procedure if you are unhappy with the outcome. The Legal Ombudsman has a helpline if you need to speak to them about how to make a complaint.

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour. You can find more information on how and when to raise a concern with the SRA on the SRA website.

A preliminary point

The relationship with your lawyer is built on trust and openness. You should be able to talk to your lawyer frankly about all sorts of things so that some complaints (and these are likely to be minor issues) might lend themselves to be resolved between by a simple phone call with your lawyer. However, if you are not comfortable speaking to your lawyer about the problem then speak toAnton Srikandakumar.

How do I complain?

We prefer that substantial or complicated complaints are dealt with in writing. We do not have any set forms that we use for this purpose. However, we realise that not all clients may be able to write a detailed letter. In such cases, a telephone call will do, during which we will make a note of the issues. This document will then form the basis of the complaint.

Who do I complain to?

Our system is that, wherever possible, complaints are resolved within the department handling your case. You should look at the “Client Care” letter that you were sent at the start of your case. It will name the person in the firm to whom you should address your complaint.

The person dealing with your complaint will inform Anton Srikandakumar that a complaint has been made for our complaints file and so that he can monitor progress of the complaint.

We hope that this simple procedure will deal with your concerns, however, if it does not you should write to Anton Srikandakumar.

What will happen next?

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

We will then investigate your complaint. This will normally involve passing your complaint to Anton Srikandakumar who will review your file and speak to the member of staff who acted for you.

Anton Srikandakumar will then write to you with his findings within 21 days of sending you the acknowledgement letter. However, if the complaint is complicated further time may be needed. If so, Anton Srikandakumar will write and tell you.

If you do not want a meeting or it is not possible, Anton Srikandakumar will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for another lawyer unconnected with the matter at the firm to review his decision. In some cases, an appropriate alternative at this stage might be mediation to review the decision.

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

If you are still not satisfied, you can contact:

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should email the Legal Ombudsman or call 0300 555 0333.

There are special rules about your right to apply for a remuneration certificate. You have either one month from the date of the bill to apply in writing where the information appears on the back of our bill, or where you have not been told of your right to apply for a certificate, three months from the date of the bill.

If you have a complaint about any of the people that we employ who are not solicitors, then you should write to Anton Srikandakumar.

Contact the C&C Solicitors Ltd team for more help. Call us on +44 20 85506732 or e-mail our team to get the advice you need according to your needs.

C&C Solicitors Ltd 2021 | SRA no. 806130