Complaints Procedure

Complaints Policy

Our Commitment to You

At C E Transport Law Limited, we are committed to providing a high standard of legal advice and client care. We value feedback from our clients and take any concerns seriously. If you are unhappy with any aspect of the service you have received, including our fees, we encourage you to tell us as soon as possible so that we can work to resolve the issue promptly and fairly.

Making a complaint will not affect the way we handle your matter.

How to Make a Complaint

In the first instance, we encourage you to contact the person dealing with your matter to discuss your concerns. Many issues can be resolved quickly through informal discussion.

If you wish to make a formal complaint, please contact:

Carolyn Evans
Director and Complaints Handler

Email: cevans@cetransportlaw.com

You may submit your complaint by email, telephone or in writing.

Our Complaints Procedure

Once we receive your complaint, we will:

Stage 1 – Acknowledgement

• Acknowledge receipt of your complaint within 7 days of receiving it.
• Confirm who will be dealing with your complaint and provide details of the next steps.

Stage 2 – Investigation

• Carry out a full and impartial investigation of your complaint.
• Review the relevant file and any correspondence.
• Discuss the matter with the member of staff involved where appropriate.
• Where possible, we will seek to resolve your complaint informally. This may include a
• telephone discussion or inviting you to attend a meeting to discuss the issues raised.

Stage 3 – Response

• Provide a written response setting out our findings and any proposed resolution within 28 days of acknowledging your complaint.
• If your complaint is particularly complex and requires additional time, we will explain the reasons for the delay and provide an updated timescale.

Stage 4 – Internal Review

If you remain dissatisfied with our response, you may request a further review of your complaint. Where appropriate, the complaint will be reviewed by a senior member of the firm who has not been directly involved in the matter. We will provide our final written response following that review.

Legal Ombudsman

If we are unable to resolve your complaint through our internal complaints process, you may be entitled to refer your complaint to the Legal Ombudsman, an independent body established under the Legal Services Act 2007 to deal with complaints about legal services.

Before the Legal Ombudsman will investigate your complaint, they will usually expect you to have given us the opportunity to resolve it first.

Time Limits

You must generally refer your complaint to the Legal Ombudsman:

• Within one year of the act or omission about which you are concerned; or
• Within one year of when you should reasonably have become aware that there was cause for complaint; and
• Within six months of receiving our final written response to your complaint.

Contact Details

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Alternative Dispute Resolution

Alternative dispute resolution services may be available as an alternative to court proceedings. In appropriate circumstances, and where a complaint cannot be resolved through our internal process, we are willing to consider the use of mediation, including the

Small Claims Mediation Service.

Further information can be found at:

https://www.gov.uk/government/publications/small-claims-mediation-service-ex730

Complaints About Professional Conduct

The Solicitors Regulation Authority (SRA) can assist if your concern relates to our conduct or behaviour, rather than the quality of service provided.

Examples include concerns about:

• Dishonesty or lack of integrity;
• Misuse of client money;
• Discrimination or unfair treatment;
• Serious breaches of SRA rules or standards.

Further information about reporting concerns to the SRA can be found at:

https://www.sra.org.uk/consumers/problems/

Concerns About Our Fees

If you have concerns about our fees or wish to challenge a bill, please contact us as soon as possible.

You may also have the right to apply to the court for an assessment of our bill under Part III of the Solicitors Act 1974. Further information is available on request.

Contact Us

If you have any questions regarding this Complaints Policy or wish to raise a concern,

Please contact:

Carolyn Evans

Email: cevans@cetransportlaw.com

We are committed to dealing with complaints fairly, openly and promptly and to using feedback to improve the services we provide.