COMPLAINT PROCEDURE

Solacexis Ltd t/a Chess Solicitors
Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

1. We will send you in writing an acknowledgement of your complaint within three working days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr. Arnab Sen, who will review your matter file and speak to the member of staff who acted for you.

3. Mr. Sen may then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 working days of sending you the acknowledgement letter.

4. Within three working days of the meeting, Mr. Sen will write to you to confirm what took place and any solutions he has agreed with you.

5. If you do not want a meeting or it is not possible, Mr. Sen will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm or appropriate alternative such as review by another local solicitor or mediator to review the decision.

7. We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied, you can then contact the

Legal Ombudsman,
PO Box 6167
Slough
Sl1 0EH

about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

What is the legal basis for retaining, using or in any way processing your information?

We use your personal information on the following legal bases:

  • To perform a contract, such as assisting you (or our clients) with your legal matter when you instruct us or engage our services;
  • To comply with legal and regulatory obligations;
  • To establish or exercise a defence of legal claims or proceedings;
  • For legitimate business purposes;

Referring complaints to the SRA

In addition to the above, complaints about our behaviour can also be raised with the SRA. See https://www.sra.org.uk/consumers/problems/report-solicitor page for further details.

CHESS SOLICITORS