Solicitors Complaints Procedure

Any concerns or expression of dissatisfaction about the service you have received from Charles Newton & Co will be considered seriously and we will ensure that we respond promptly to any complaint.

Charles Newton & Co are committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to achieve an acceptable standard of service we want you to tell us.  We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively and try to generate a positive and speedy solution.

What To Do If You Have A Complaint About The Service We Have Provided

Initially, we would ask that you contact the fee earner dealing with your case to discuss your concerns and allow them the opportunity to resolve the issue.

If you are not happy with the reply provided by the fee earner you can refer the matter to the senior partner Charles Newton. We would ask that your concerns be put forward in writing and sent to 5 Alexandra Street Eastwood Nottingham NG16 3BD marked for the attention of Charles Newton. 

The Senior Partner will provide an acknowledgement within ten business days. The Senior Partner will then consider your complaint and carry out a full investigation and will provide a full as soon as practicable. If we believe it would be helpful, we may suggest a meeting.

Referral To The Legal Ombudsman

If you are not satisfied with the final response of our Senior Partner you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

The Legal Ombudsman’s contact details are as follows:  

Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

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