Complaints

Table of contents

1. How to complain

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If you remain unsatisfied, then you should contact our Complaints Manager, Nicola Helsby at complaints@chevallegal.co.uk.

You can read our full complaints procedure here.

2. What will happen next?

Nicola will acknowledge your complaint within 2 working days. She will attempt to make contact with you by phone and may ask you to confirm or explain the details of your complaint to her. If Nicola is unsuccessful in her attempts to contact you by phone, she will write to you by email.

She will also record your complaint in our complaints register and open a file to record correspondence relating to your complaint and details of her investigation.

Nicola will then investigate your complaint. This will normally involve reading your file (if she did not act for you personally) and speaking for the person or people in the firm who have worked on your case.

Once Nicola has completed her investigation, which will take up to 4 weeks, she will contact you to arrange a telephone call or video call to discuss and hopefully resolve your complaint. Within 2 working days of the call, Nicola will write to you to confirm the conversation and any solutions she has agreed with you.

If you do not wish to speak to Nicola, or if it is not possible for any reason, she will send you a detailed response to your complaint, including her suggestions for resolving the matter.

At this stage, if you remain dissatisfied, please let us know. We will arrange for Steven McGarry, a Director and Compliance Officer of the firm, to review Nicola’s decision. This process will take up to 10 working days.

When Mr McGarry has completed his review, he will write to you confirming the firm’s final position on your complaint.

3. What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

You must take your complaint to the Legal Ombudsman:

  • Within 6 months of receiving our final response to your complaint

and

  • No more than 6 years from the date of act/omission; or
  • No more than 3 years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Cheval Legal Limited is a limited company registered in England and Wales (no. 12093338) with its registered office at Suite 103, 4 Montpelier Street, London SW7 1EE, VAT number 348 571 864. Cheval Legal is authorised and regulated by the Solicitors Regulation Authority, SRA no. 667127

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