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Our complaints policy

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 service to you.

How to make a complaint

If you have a complaint, you should initially raise any concerns with the person who has conduct of your matter. You can contact us in writing (by letter or email) or by telephone.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

• your full name and contact details;
• what you think we have got wrong;
• how you would like your complaint to be resolved; and your file reference number (if you have it).

If you require any help in making your complaint we will try to help you.

If the complaint cannot be resolved, you should contact the Director Chrishanhti Vincent.

Anne Cuthbert Solicitors Ltd, Orchard House, 114 – 118 Cherry Orchard Road, Croydon, CR0 6BA

Email: [email protected]

How your complaint will be dealt with:

1. We will acknowledge any written complaint within 2 working days of receipt. We may ask you to confirm or explain any details. Your complaint will then be investigated by Chrishanthi Vincent. You will not be charged for our time spent in investigating and responding to your complaint.
2. We usually aim to complete investigations within 21 days, but it may take longer, especially if files have been archived or are particularly complex. We will aim to conclude our investigation within 8 weeks of your complaint being made.
3. We hope that we can resolve your complaint and Chrishanthi Vincent will write fully to you setting out her views.

What happens if you do not agree with our conclusion about your complaint?

If, therefore, you wish to complain further, you may be able to refer your complaint to the independent organisation, the Legal Ombudsman. You should do so as soon as possible and in any event within 6 months of our final communication to you about your complaint. The Legal Ombudsman generally expects consumers to exhaust the law firm’s complaints process before referring a complaint to it.

The Legal Ombudsman’s website is www.legalombudsman.org.uk and contains useful information including the criteria for accepting a complaint (broadly, only from individuals and small businesses, charities and similar organisations) and time limits – the Legal Ombudsman will accept a complaint 6 years from the date of the act or omission or 3 years from when you should have known about the complaint provided that date is not before 6 October 2010.

The Legal Ombudsman’s contact details are:

PO Box 6806
Wolverhampton
WV1 9WJ
Telephone number: 0300 555 0333
Email enquiries should be sent to: [email protected]

The Solicitors Regulation Authority

Information relating to reporting concerns about an individual or a firm to the Solicitors Regulation Authority (SRA) is available on the SRA website. Please note that the SRA does not deal with complaints about poor service. Further information is available here, and they may be contacted at:

Solicitors Regulation Authority

The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone number: 0370 606 2555

Procedure last reviewed and updated March 2021