Chronos always aim to go above and beyond for our clients to ensure we provide them with the highest quality service possible. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance, please contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below.

You will not be charged for making a complaint and it will not affect how we handle your case.

Making a complaint

  1. In the first instance, please contact the most senior member of your Chronos pod who will try to resolve any concerns that you are having.
  • If they have not been able to adequately resolve your concerns to your satisfaction, or you feel unable to contact this member of the team because, for example, they are the person you have concerns about, then please contact our Principal, Tom Bohills at tom@chronoslaw.co.uk, 07773601704 or 18 Fircroft Road, London, UK, SW17 7PS to initiate our formal complaints procedure.
  • When making your formal complaint, please include:
  1. A clear statement that you are making a formal complaint under this procedure;
    1. Your full name and contact details (highlighting the best means by which to contact you);
    1. Why you are dissatisfied with our services and/or behaviour;
    1. Any evidence you would like us to consider when investigating your complaint;
    1. The member(s) of the team responsible for your matter; and
    1. How you would like us to resolve your complaint and what your desired outcome is.
  • Once we have received these details, we will confirm receipt of your complaint within two working days or as soon as possible. We will also let you know if we require any further information and who will be investigating your complaint.
  • We will then investigate your concerns and aim to provide a resolution within two weeks from acknowledging receipt of your complaint. If we need more time or information in order to resolve your complaint, we will let you know as soon as possible.
  • Once our investigation is complete, we will notify you and set out how we carried out our investigations and what steps we will take to remedy your concerns, if required. We will also provide reasons for our conclusions as to whether or not we believe our service and/or conduct was reasonable and, if applicable, how we believe the remedies suggested will resolve your complaint.

What to do if we cannot resolve your complaint

Legal Ombudsman

If your complaint relates to our services, the Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • within six months of receiving a final response to your complaint; AND
  • no more than six years from the date of act/omission or no more than three years from when you should reasonably have known there was cause for complaint.

You can also bring a complaint to the Legal Ombudsman if you have not received a final response from us regarding your complaint after eight weeks of making us aware of the complaint.

However, please note that only individuals, micro-enterprises, charities and organisations with an annual income net of tax less than £1,000,000, trustees of a trust with asset value of £1,000,000, and personal representatives or beneficiaries of the estate of a person who had not referred the complaint to the Legal Ombudsman before they died are eligible to make complaints to the Legal Ombudsman.

If you would like more information about the Legal Ombudsman, their processes and eligibility, please contact them via the contact details provided below.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00 (or +44 121 245 3050 if calling from outside of the UK)

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Solicitors Regulation Authority

If your complaint concerns our professional conduct and behaviour, the Solicitors Regulation Authority may be able to help you. 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. As explained further on their website, you will need to send a report (available on their website) either by email (report@sra.or.uk) or by post (SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN, DX 720293 BIRMINGHAM 47).

Chronos is regulated by the SRA and its SRA number is 659005.

Other routes for complaints

If your complaint is in relation to your bill, you may be able to apply to the court for an assessment of a bill under Part III of the Solicitors Act 1974. However, any fees that are due to us before and during this complaints process may remain payable and we may be entitled to charge interest if all or part of your bill remains unpaid.

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