Complaints Procedure / Other Information

Our complaints procedure

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 about any aspect of the service you have received from CKE Law Limited, please contact us by email at cke@ckelaw.com or by writing to the Compliance Officer for Legal Practice (COLP), 53 King Street, Manchester M2 4LQ

What will happen next?

We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within two days of us receiving your complaint.

We will record your complaint in our central register and open a separate file for your
complaint. We will do this within 2 days of receiving your complaint.

We will then start to investigate your complaint. This will normally involve the following steps.

We will pass your complaints to Charles Edwards, our client care Partner within three
days.

He will ask the member of staff who acted for you to reply to your complaint within 5 days

He (or she) will then examine their reply and the information in your complaint file and, if necessary, he may also speak to them. This will take up to three days from receiving their reply and the file.

Charles Edwards will then invite you to a meeting either face to face or by Telephone to discuss and hopefully resolve your complaint. This will be done within 3 days.

Within 5 days of the meeting Charles Edwards will write to you to confirm what took place and any solutions he (or she) has agreed with you.

If you do not want a meeting or it is not possible, Charles Edwards will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five days of completing the investigation.

At this stage, if you are still not satisfied you contact us again. We will then arrange to review our decision. This will happen in one of the following ways.

Phillipa Wood, Snr Solicitor of CKE Law will review, Charles Edwards decision within 10 days.
We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.

We will let you know the result of the review within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of our Consumer Complaints Service. If you are still not satisfied, you can contact them about your complaint.

If you are still unhappy with the outcome of the complaint, we will provide you with details of the Legal Complaints Service (LCS) which is an independent company who will investigate your complaint. We will advise you of time limits for making a complaint to the LCS.

Complaining to the Legal Complaints Service

The address for the LCS is: Legal Complaints Service, Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE. Alternatively, you can e-mail them at enquiries@legalcomplaints.org.uk. Any complaint to the LCS should be made within 6 months of the matter having been reviewed and a final decision made by CKE Law

Complaining to the Solicitors Legal Ombudsman

If you are unhappy with our final response, you may refer the unresolved aspects of your complaint for consideration by the Legal Ombudsman. The Legal Ombudsman is an independent body which provides a free service to resolve complaints about legal services providers.

The Legal Ombudsman can be contacted at: PO Box 6167, Slough, SL1 0EH.
Telephone: 0300 555 0333 E-mail: enquiries@legalombudsman.org.uk Website: www.legalombudsman.org.uk.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

Complaining to the Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can find out more about how to complain to the Solicitors Regulation Authority at SRA | Reporting an individual or firm | Solicitors Regulation Authority.
Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN Telephone: 0370 606 2555 Email: report@sra.org.uk Website: www.sra.org.uk
We will try our best to keep to the timescales above. If we are unable to do so though, we will let you know and explain when we will be able to respond.

Other Information

CKE Law are trading names for CKE Law Limited. We’re registered under Company Number 09752718

Our registered office is 53 King Street, Manchester M2 4LQ and we’re regulated by the Solicitors Regulation Authority under registration number 667978. Our professional rules are set out in the SRA Code of Conduct.

A list of the Directors is available for inspection at our registered office.

VAT Number 343 4050 34

In Scotland and Northern Ireland different laws apply.

Terms and conditions apply. If you’d like to see them, just ask.

Calls may be recorded for training and quality monitoring purposes.