Cheyney Goulding LLP Solicitors in Guildford
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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

For the Legal Ombudsman you can refer your complaint to PO Box 6806, Wolverhampton WV1 9WJ. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact them directly on 0300 555 0333 or at For further information visit   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 Solcitiors Regulation Authority you can refer your complaint to The Cube, 199 Wharfside Street, Birmingham, B1 1RN, DX 720293 BIRMINGHAM 47 or by telephone 0370 606 2555 or email

The Solicitors Regulation Authority typically deals with 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.