Complaints Policy

Although we strive to give every client the best possible service, some will be dissatisfied or disappointed with that service.

If we at CL Legal Limited have failed to do something we promised to do, have done something badly or wrongly, or you feel you have been treated unfairly or impolitely, then we need to know about this in order to continually improve our services and client care.

Your complaint is an opportunity to help us put things right and we openly welcome all comments and suggestions to help us maintain a high-quality service which continues to meet the needs and expectations of all our clients.

Our Complaints Procedure

At CL Legal Limited, Shauna Cunning is responsible for directing the investigation of any such complaints. She can be contacted at the address and telephone number shown below and you should address your correspondence for her personal attention.

Shauna Cunning
CL Legal Limited, Horton House, Exchange Flags, Liverpool, L2 3PF.
Telephone: 0151 440 2500

Please try and give full details of your complaint and a daytime telephone number where you can be contacted.

Upon receipt of your complaint, we will send a written acknowledgement within 3 working days. We may need to ask you for further details or clarification prior to our investigation. We will then investigate your complaint.

Investigating Your Complaint

If appropriate, we will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 21 days of sending you the acknowledgement letter.
Within 7 days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.
If a meeting is not appropriate, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.

If you are still not satisfied with the outcome, you should contact us again and we will arrange a review.

We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.

If you are still not satisfied with the handling of your complaint, you are free to refer your complaint to the Legal Ombudsman Service which is the independent complaints handling organisation that deals with complaints about solicitors in England and Wales.

From the 1 April 2023. the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

The Legal Ombudsman will have discretion to accept out-of-time complaints in circumstances where it deems it "fair and reasonable to do so”.

The Legal Ombudsman can be contacted at:
P.O. Box 6806

Or by email:

Telephone: 0300 555 0333

If we have to change any of the timescales above, we will let you know and explain why.

If you require any further details or assistance with this procedure, please do not hesitate to contact us.

We will be happy to help with your enquiry.

*No win no fee means that you will not be charged if your claim is unsuccessful. If successful, we often charge a success fee that is deducted from the compensation recovered but is capped at a maximum of 25% of the compensation. Termination fees may apply if you breach your retainer.

Contact Info

CL Legal Limited
Horton House
Exchange Flags
L2 3PF

0151 440 2500

CL Legal Limited is a limited company registered in England and Wales (Registered Number 08105781) which is authorised and regulated by the Solicitors Regulation Authority - SRA Number 573700