Clifton Ingram is committed to delivering a high-quality service to our clients. If you have any complaint, including a complaint about your bill, you should raise it in the first instance with your relationship partner or the partner responsible for the relevant matter. If that is felt to be inappropriate, or if you feel that the response of the relationship partner or the partner responsible for the matter is inadequate, you should contact our Senior Partner, Anne Deller (AnneDeller@cliftoningram.co.uk)
What will happen next?
We will send to you an acknowledgement of your complaint within 3 working days of receipt. We will at that stage decide who is best placed to respond to your complaint.
We will then investigate your complaint. This may involve inviting you to a meeting to discuss your concerns.
We will send you a reply to your complaint within 15 working days of receipt. If we are unable to respond to you within this period, we will let you know. Most matters are resolved at this stage. However, if you remain unhappy you are free to write to us again to set out your concerns.
If your complaint is not resolved to your satisfaction within 8 weeks of it having been made to us, you may have the right to complain to the Legal Ombudsman (LeO). Before accepting a complaint for investigation, LeO will check that you have tried to resolve your complaint with us first. If you have, and you wish to take your complaint to LeO you must do so:
- within six months of receiving a final response to your complaint; and
- no more than one year from the date of act/omission; or
- no more than one year from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman can be contacted by telephone on 0300 555 0333, by email at enquiries@legalombudsman.org.uk or by post at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.