• Poor staff behaviour
• Professional misconduct
• Poor compliance with our non-casework policies and procedures
• Any other type of complaints

1. Via email at: info@chancery-solicitors.com
2. In writing to: 130 Whitechapel Road (2nd Floor), London E1 1JE
3. Over the phone: 02072479338
4. Orally at our office

We prefer the complaints made in writing. A written record of the complaint will be made in the event of an oral complaint.

• Name of the employee(s) whom you are complaining about;
• Full details about the complaint (including times, dates, locations, forms of communication, our reference);
• Whether there is any documentary evidence to support your complaint;
• What outcome you are looking for or any remedy sought;
• Your full name, address and preferred contact details (including your telephone number and email address).

• Until the company employs additional advisers and admin staff, the Directors of the Company Mr M Iqbal Hossain will act as the complaints officer. When the complaints is against Mr Hossain, the office manager or another solicitor will be the complaints officer. The complaints officer will review your complaint and determine whether there is sufficient information to proceed with it (they may ask you for clarification or request further information); you will be informed of the details of the person dealing with your complaint.
• The complaints officer will review your complaint to determine how it will be handled.
• The complaints officer will (in most cases) speak with the individual(s) whom the complaint is about. This is necessary to establish any additional facts which may be relevant when considering our response to you;
• An investigation will be initiated which will point out the root of the complaint and find out the person responsible. The investigation will also conclude with a set of suggestions and recommendations. Basing on these recommendations, an outcome of the complaints will be prepared and you will be provided with the outcome in writing. This will include a detailed explanation of how the complaint has been considered, the conclusion reached, including any remedial action needed, and confirmation that any action needed has either already been taken or the proposed timescale when such action will be completed.

• We will acknowledge receipt of a complaint withinfive working days of receiving it;
• In most cases, we will provide a full response to your complaint withintwenty working days of receiving it;

If we cannot meet the above specified targets, we will explain why and tell you when we intend to respond in full.

• each complaint received
• the subject matter and outcome of each complaint
• details of the reasons for delay where an investigation took longer than the agreed response period agreed, and
• the date the report of the outcome of the investigation was sent to the complainant.

If we cannot meet the above specified targets, we will explain why and tell you when we intend to respond in full.

• specify the number of complaints received
• give the subject matter of complaints received
• summarise any matters of importance in those complaints themselves or in the way that the complaints were handled, and
• summarise any matters where action has been or is to be taken to improve services as a consequence of those complaints.

• Already have complained to the legal service provider and allowed them up to eight weeks to provide a full response. Legal Ombudsman will need copies of your complaint and the response.
• Know the date on which the problem occurred, and the dates that you made the complaint.
• Provide with your contact information including an email address, if you have one.

Details on the process can be found on the Legal Ombudsman website: www.legalombudsman.org.uk.