Client care and client complaints
Our client satisfaction surveys show that the vast majority of our clients were
very satisfied with the services which we provided. However, regrettably despite
our best efforts, on rare occasions matters may not run as smoothly as we would
hope.
We are always striving to improve the service that we offer to our clients and therefore
we do need to know if there has been a problem.
So if you do have a complaint, please let us know. It is easier for us to deal with
complaints if they are made in writing; but sometimes we will call you for a discussion,
or even invite you to have a meeting with us to try and resolve your complaint,
or so that we can obtain further information.
When you first instructed us, you should have received a letter. This would have
told you who the Client Care Partner would be for that particular matter. That is
the person to whom you should send your complaint. That person will be one of the
Partners in the firm.
If you do not have the client care letter to hand or are unsure as to whom you should
complain, then generally complaints will be dealt with by the Partners set out below:
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If you are still unsure you may write to the Senior Partner Peter Lawson at 4 South
Square, Boston, Lincolnshire, PE21 6JU or email
peter.lawson@chattertons.com and he will forward it to the appropriate partner.
When the relevant Partner receives your complaint, he or she will send you a copy
of our Client Care Policy (which is available on request at any time).
We do hope that we would be able to resolve your complaint to your satisfaction.
If we cannot do so you may then write to the Legal Ombudsman at PO Box 15870 Birmingham,
B30 9EB (email enquiries@legalombudsman.org.uk,
telephone 0300 555 0333).
Please note that the Legal Ombudsman will expect you to have attempted to resolve
your complaint with us directly first, before you can complain to them.
Please also note that some types of complaint have to be referred to our professional
insurers which may affect the way we handle your complaint. If this might happen
we will let you know.
Professional Indemnity Insurance
We will take great care with any work which we carry out for you. In the unlikely
event that something goes wrong, we are insured with the International Insurance
Company of Hannover Limited, 4th Floor, 60 Fenchurch Street, London,
EC3M 4AD, which provides worldwide indemnity cover of not less than £2m per claim
which meets, or exceeds, the minimum terms required by the Solicitors Regulation
Authority. For claims arising outside North America, our insurance is for a sum
considerably greater than £2m. Further details are available upon request.
PETER LAWSON
SENIOR PARTNER