Complaints Policy
CND Parker is committed to providing a high-quality legal service to all our clients. However, we recognise that occasionally things do go wrong and a client may feel dissatisfied. If you are a client of this firm and are dissatisfied with any aspect of the service provided, including our invoice, you are entitled to complain. We look at client complaints objectively and take a constructive approach to reaching a satisfactory conclusion.
In the first instance it may be helpful to contact the member(s) of the firm acting for you. They will do their best to resolve your complaint. However, if you wish to make a formal complaint, then you may do so in accordance with the steps below:
Step 1
If you have any concerns about the service you receive, please contact the partner indicated in your client care letter who has overall responsibility for your business or for the particular matter concerned. We will endeavour to resolve your concerns promptly and fairly.
Step 2
If the matter cannot be resolved by them or if you would prefer, please contact Ravindra Kumar (ravindra@cndparker.com) who is the Complaints Partner (CP). If he is away for any material time or the complaint involves him, the we will ensure that your complaint is dealt with elsewhere.
Step 3
The CP will endeavour to acknowledge your complaint within reasonable time. We will record your complaint in a central register and open a file for your complaint.
Step 4
The CP will investigate your complaint. This will normally involve him in one or more of the following steps:
- reviewing the file and any related documents for the matter to which the complaint relates;
- discussing the issues with those concerned within the firm;
- seeking any further clarification which we require from you.
Step 5
We may at this stage suggest a meeting to obtain details or to discuss matters with you. Any information that you supply will be treated in confidence unless agreed otherwise.
Step 6
The CP will then write to you to report his findings and make proposals for resolving your complaint. We aim to do this within 30 days of acknowledging your complaint. If for any reason the 30 days cannot be achieved, we will keep you informed of the reasons for the delay.
Step 7
If you do not accept the CP’s findings or proposals for resolving the matter, you may request a review of his decision to be undertaken by a Partner, who will have had no prior involvement with the substance of the complaint. You will need to provide your reasons for rejecting the CP’s findings.
In certain circumstances, for example if you do not adequately explain the basis on which you reject the finding, we may decline the request for a further review and recommend that you contact the Legal Ombudsman. We aim to complete the review within 30 days of receipt of your letter but if more time is needed you will be notified. We will write to you confirming our final position on your complaint and explain our reasons.
Step 8
If you are unhappy with the outcome of our final position you may be able to ask the Legal Ombudsman to become involved in your complaint. The time limit for referring a complaint to the Legal Ombudsman is generally six months from the date when we give you our final written response to your complaint.
The Legal Ombudsman can be contacted at:
The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
Email: enquiries@legalombudsman.org.uk
Tel: 0300 555 0333
Website: www.legalombudsman.org.uk
The Solicitors Regulation Authority can help you if you are concerned about the behaviour of our any of our team members. 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.