• Skip to main content
  • Skip to footer

Cheyney Goulding

Cheyney Goulding Solicitors

t: 01483 56 76 76   e: legal@cheyneygoulding.co.uk

alt-text

  • Home
  • About
  • Business Services
  • Wealth Management
  • Team
  • Contact
  • Insights

Complaints handling policy

LnRiLWNvbnRhaW5lciAudGItY29udGFpbmVyLWlubmVye3dpZHRoOjEwMCU7bWFyZ2luOjAgYXV0b30gLndwLWJsb2NrLXRvb2xzZXQtYmxvY2tzLWNvbnRhaW5lci50Yi1jb250YWluZXJbZGF0YS10b29sc2V0LWJsb2Nrcy1jb250YWluZXI9IjIyYzRmMmZhMTgzZGVlNDdhNGY4OGJiZGUxOGQ4MmMyIl0geyBwYWRkaW5nOiAyNXB4OyB9IEBtZWRpYSBvbmx5IHNjcmVlbiBhbmQgKG1heC13aWR0aDogNzgxcHgpIHsgLnRiLWNvbnRhaW5lciAudGItY29udGFpbmVyLWlubmVye3dpZHRoOjEwMCU7bWFyZ2luOjAgYXV0b30gfSBAbWVkaWEgb25seSBzY3JlZW4gYW5kIChtYXgtd2lkdGg6IDU5OXB4KSB7IC50Yi1jb250YWluZXIgLnRiLWNvbnRhaW5lci1pbm5lcnt3aWR0aDoxMDAlO21hcmdpbjowIGF1dG99IH0g

Complaints handling policy

Our Complaints Policy

We strive to provide all of our clients with an excellent service. However, we recognise that sometimes a client may be unhappy about some aspect of the service they have received from us, or about the fees charged.   We regard any expression of serious client dissatisfaction as a complaint and it will be handled in accordance with our complaints policy, which is set out below:

Complaints Handling Procedure

Initially please raise any concerns with the individual you have been dealing with. If you feel the matter has not been adequately dealt with by them, you can refer the matter to the supervising partner as set out in your client care letter.

We will write to you, acknowledging receipt of your complaint within five business days of receiving it.

The supervising partner will consider your complaint and carry out an investigation. This should be completed within 10 business days, but may take longer if the matter is complex. If we require more time to consider your complaint, we will contact you within the 10 business days to advise you of this and provide an approximate timescale.

Once the matter has been investigated, the supervising partner will send you a response to your complaint, including their suggestions for resolving the matter. We may also suggest a meeting if we believe this to be helpful.

If you are still not happy with the response, you can request a review by writing to us within 10 business days of receiving our detailed response. This will be considered by another partner of the firm. The partner will write to you within 10 business days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

In extenuating circumstances we may have to change the timescales set out above. If so, we will contact you to advise you of the revised timescale and the reasons for this.

If you are not satisfied with the outcome of our Complaints Handling Procedure you can contact either the Legal Ombudsman or Solicitors Regulation Authority.

Referral to Legal Ombudsman

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

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

and

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information about the Legal Ombudsman contact;

Legal Ombudsman PO Box 6806, Wolverhampton WV1 9WJ.

Telephone 0300 555 0333

Email: enquiries@legalombudsman.org.uk.

Or visit: www.legalombudsman.org.uk.  

You may also have the right to apply to the Court for an assessment of a bill under Part III of the Solicitors Act 1974.

The Legal Ombudsman typically deals with complaints relating to law firm’s work or services.  This might include: (1) Not replying to your emails, letters or calls; (2) Losing your documents or giving you unclear advice; (3) Charging you an amount you are not happy with; or (4) Not explaining issues properly so you do not understand.

Referral to Solicitors Regulation Authority

For the Solicitors Regulation Authority you can refer your complaint to;

The Cube, 199 Wharfside Street, Birmingham, B1 1RN, DX 720293 BIRMINGHAM 47

Telephone 0370 606 2555

Email contactcentre@sra.org.uk

Or Visit: https://www.sra.org.uk/home/contact-us/

The Solicitors Regulation Authority typically deals with complaints relating to law firms honesty or other behaviour.  This might include: (1) Shutting down their law firm without telling you; (2) Dishonesty or deliberately overcharging you; (3) Taking or losing your money; or (4) Treating you unfairly because of your age, a disability or other characteristic.

Footer Widget Header

 

Footer

Site map

  • Home
  • About
  • Team
  • Insights
  • Careers

© 2025 Cheyney Goulding LLP

Business Services

Business services

  • Commercial Agreements
  • Commercial Property
  • Corporate & M&A
  • Data Protection & Privacy
  • Dispute Resolution & Litigation
  • Employment
  • Finance, Lending & Security
  • Information Technology
  • Intellectual Property

Wealth Management Services

Wealth management

  • Inheritance Tax Planning
  • Later Life Planning & Care Home Fees
  • Powers of Attorney
  • Probate & Estate Administration
  • Trusts
  • Wills
  • Residential Property
  • Contentious Probate & Will/Inheritance Disputes
  • Court of Protection Advice & Applications

Contact

Phone Number:   01483 56 76 76

Fax Number:   +44(0)1483 30 05 38

Email:   legal@cheyneygoulding.co.uk

More

More

  • Complaints handling policy
  • Prices & services information
  • Privacy policy
  • Privacy notice
  • Cookie policy

Cheyney Goulding LLP is a limited liability partnership registered in England and Wales with registered number OC329864 and VAT number 641411771. The registered office and principal place of business is at Ward House, 6 Ward Street, Guildford, GU1  4LH. The members are G.R. Young and T.M. Marshall.

Cheyney Goulding LLP is authorised and regulated by the Solicitors Regulation Authority and our professional code of conduct can be accessed here.

Brand and Website by Supafrank. Photography by Matt Wreford