Client Care
The Legal Ombudsman (an independent complaints body which investigates complaints from consumers about their legal service providers in England and Wales) is introducing updated Scheme Rules, effective from 1st April 2023.
A key change relates to the timescale to refer complaints to the Legal Ombudsman – this is reducing to within 1 year from the date of the act or omission about which you are concerned or within 1 year from when you should reasonably have known there was cause for complaint. The requirement to refer complaints to the Legal Ombudsman within 6 months of receiving a final response from the firm about a complaint will remain the same under the new Rules.
The Legal Ombudsman will have discretion to extend the timescale beyond 1 year where it considers it would be fair and reasonable to do so, however this will not be a given and will be considered on a case-by-case basis.
For more information, please refer to our internal Complaints Procedure. To view the Rules in full, please see the Scheme Rules on the Legal Ombudsman’s website.
Complaints Procedure
We would hope you will be happy with the service we provide but we hope that should an issue arise we have procedures in place to help resolve matters as quickly as possible. that should an issue
Client Care Charter
As a firm, we pride ourselves on the standard of service and legal advice we give to all our clients. The firm’s policy on the service we aim to give to our clients can be summed up as – “To ensure that all clients receive a service which meets or exceed their expectations”.
Terms of Business
Our responsibilities include advising you on the law, following your instructions, reviewing your matter regularly and discussing with you whether the potential outcomes justify the expense and risks involved with your matter.
Feedback and Service Improvement
We hope you will be happy with the service we provide, Feedback is always appreciated. Even if you think there were things we did not get quite right, we will always work to improve our service to you and it is always good to know if we are getting something right too! will
Equality and Diversity
Caswell Jones is committed to equality and diversity. This relates to all aspects in our treatment of staff, recruitment of staff, clients and third parties with whom we work.
Our employees are asked to complete a survey so that we can monitor and report on the diversity within our workforce.
Click here to view the Equality and Diversity Statistics and our Modern Slavery Statement can be found here
Website – Terms of use
If you continue and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use which, together with our privacy policy, governs this firm’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.
Privacy Policy
This Policy explains how we use, keep and protect your personal data. You should also read our Terms of Business which can be found on our website.