- +44 (0) 1244 256865
- office@barnschapel.co.uk
- 09:00 - 17:00 / Mon - Fri
We pride ourselves on providing an excellent service, but even in the best run businesses, mistakes, delays, and misunderstandings can happen.
If something has gone wrong, please tell us about it so we can put things right and improve what we do in the future.
Please tell us about any problems as soon as they arise, so we have the best chance of fixing them.
You should not feel obliged to use this formal complaints procedure – you may tell us about a problem informally and we will do our best to put things right – but if you do find yourself in the position of wishing to raise a formal complaint with us then please follow the steps below.
We will never charge you for the time it takes us to handle your complaint.
You can make a complaint either in writing or by telephone by contacting the Practice Manager:
Telephone: +44 (0) 1244 256865
Email: office@barnschapel.co.uk
In writing:
Practice Manager
BarnsChapel Ltd
Pioneer House
Pioneer Business Park
Ellesmere Port
Cheshire CH65 1AD
Please tell us who or what the complaint is about and when the problem occurred or when the problem started if it is still ongoing, and how you would like us to communicate with you (by telephone, letter, or email).
We will acknowledge your complaint in writing via email or letter. We aim to do this within five business days.
We will look into the details of your complaint and consider what we need to do to put things right, which might include:
Once we have investigated your complaint we will reply to you. We will do this within eight weeks of when you first complained to us. If you have asked us to contact you by telephone we will do so but we will also write to you.
If we have been unable to put things right, or we have not resolved your complaint within eight weeks, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.
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 our final response, and not later than:
The Legal Ombudsman can be contacted using the following details:
Address: PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Individual Costs Lawyers who work for us are regulated by the CLSB and the CLSB can investigate complaints about those Costs Lawyers’ professional conduct. If you wish to complain about a Costs Lawyer’s conduct, you should contact the CLSB promptly.
The CLSB will consider complaints made within 12 months of the date on which the matters giving rise to the complaint occurred or the date on which the complainant first became aware that they had grounds for the complaint. This period can be extended in exceptional circumstances. The CLSB will usually expect you to give us a chance to resolve your complaint first.
The CLSB can be contacted using the following details:
Address: PO Box 4336, Manchester, M61 0BW
Telephone: 0161 956 8969
Email: enquiries@clsb.info
Website: www.clsb.info
Review Date: 10/06/2025
Version: 1.1
Have a question about Costs Law that we haven’t answered, or want to have a chat about what we do and how we do it?
Use the contact details below to get in touch, or fill in our contact form and we will get right back to you.
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