CGM Law LLP

COMPLAINTS POLICY

1. Our Commitment

 

CGM Law LLP are committed to providing a high standard of legal services to all our clients. We take complaints seriously and view them as an opportunity to improve our services.

 

If you are dissatisfied with any aspect of our service, including our fees, conduct, communication or the handling of your matter, we encourage you to tell us so that we can try to resolve the issue promptly and fairly.

 

If you wish to make a complaint, please contact us in writing, setting out the nature of your complaint and the outcome you are seeking. Your complaint will be acknowledged within 7 working days and will be investigated thoroughly and impartially.

 

We will keep you informed of the progress of your complaint and provide you with a substantive response within 28 days of receipt of your complaint as required by the CLC Complaints Code.

 

There will be no charge for making a complaint.

 

1. How to Make a Complaint Complaints may be made:

By email: info@cgmlaw.co.uk

By post: 52A Main Road, Windermere, Cumbria LA23 1DX By telephone: 015394 88901

In person at our office

 

Complaints should be addressed to:

 

Complaints Manager: Mrs Sara Horne/Mrs Joanne Crowdy Position: Director/Lawyer

Email: : info@cgmlaw.co.uk

Telephone: 015394 88901

 

If your complaint concerns the Complaints Manager, it will be handled by another senior member of the firm.

 

1. Information We Need

To help us investigate your complaint please provide: Your full name and contact details

File or matter reference (if known)

A clear description of your concerns Copies of any relevant documents The outcome you are seeking

 

1. Our Complaints Procedure

 

Stage 1    Acknowledgement

 

We will acknowledge receipt of your complaint within 7 working days of receiving it. The acknowledgement will:

Confirm who is handling your complaint. Explain the complaints process.

Request any further information if required.

 

Stage 2 - Investigation

We will conduct an impartial investigation which may include: Reviewing your file and correspondence.

Speaking with the individuals involved. Considering relevant policies and procedures.

 

Stage 3 - Response

 

We aim to provide a full written response within 28 days of receiving your iinitial complaint. Our response will:

Summarise the complaint. Explain our findings.

Confirm whether the complaint is upheld, partially upheld or not upheld. Detail any proposed remedy.

 

If additional time is needed we will explain why and provide an updated timetable.

 

1.  Remedies

Where appropriate, remedies may include: An apology.

A detailed explanation.

Corrective action.

Review of procedures. Reduction or refund offees. Other appropriate redress.

 

1.  Escalation Within the Firm

 

If you remain dissatisfied with our response you may request a review by a senior manager or director who has not previously been involved in the matter.

 

The review request should be made within 14 days of receiving our final response.

 

We will make every reasonable effort to resolve your complaint directly with you. If, following our investigation and response, you remain dissatisfied, you may have the right to refer your complaint to the Legal Ombudsman.

 

We will provide you with details of the relevant external complaints process and explain any applicable requirements or time limits for referring your complaint.

 

Further information about the Legal Ombudsman and its complaints process can be found below .

 

We remain committed to dealing with complaints fairly, promptly and transparently and to using complaints as an opportunity to review and improve the service we provide to our clients.

 

1.  Legal Ombudsman

 

Contact details:

 

Legal Ombudsman PO Box 6167

Slough SLl 0EH Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk

 

Email:   enquiries@legalombudsman.org.uk

 

You can refer your complaint to the Legal Ombudsman:

 

.  one year from the problem happening

.   One year from when you found out about it

.   Within six months of receiving our final written response from ourselves

 

The Legal Ombudsman is an independent body that investigates complaints about legal service providers.

 

1.  Complaints About Professional Misconduct

 

The CLC regulates licensed conveyancers and probate practitioners.

 

If your concern relates to professional misconduct, breaches of CLC rules, dishonesty, discrimination, or risks to client money, you may report the matter directly to the CLC.

 

Contact details:

 Telephone No  020 3859 0904

 

Website:   www.clc-uk.org

Email:   clc@clc-uk.org

 

1. Accessibility

 

We will make reasonable adjustments for clients who require assistance in making a complaint. This may include:

Large-print documents

Alternative communication methods

Additional support during the complaints process Please let us know if you require any adjustments.

1. Recording and Monitoring Complaints

 

We maintain a complaints register and record: Complaint details

 

Investigation outcomes Actions taken

Lessons learned

 

Complaints information is reviewed regularly to identify trends and improve service quality.

 

1.  Confidentiality

 

All complaints will be handled confidentially and in accordance with applicable data protection legislation. Information will only be shared where necessary to investigate and resolve the complaint.

 

1.  Policy Review

 

This policy will be reviewed annually or sooner if there are changes to regulatory requirements or business practices