Making a complaint (as a law firm)
At Caven we aim to provide the highest standards of service. However, there may be occasions when you feel that we have failed to meet your expectations. We want the opportunity to put things right for you as quickly as we can and take steps, where appropriate, to make sure that any mistakes don't happen again.
Our internal complaints process
If you remain unhappy, we want you to let us know so that your complaint can proceed quickly to the next stage.
If you do wish to progress your complaint, you can ask for it to be reviewed by the head of account management. They will look at any additional concerns you have and a written response will be provided by email using the same timescales as above.
We ask that you respond within 14 days of receipt of this email, confirming that you are satisfied or otherwise. If no response is received the matter will be deemed to have been concluded.
If you remain unsatisfied you can ask that your complaint be dealt with by a director. We will then acknowledge this within two working days and confirm the name and contact details of the director handling the matter. Within 10 working days, the director will either:
- Provide a full and final response in writing by email, or
- Contact you to explain why this isn’t possible and/ or request further information
We treat complaints seriously, and we expect that this final stage will bring the matter to a satisfactory conclusion.
We appreciate feedback and are committed to resolving all complaints quickly and fairly.