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CLB Direct’s Complaints Process

CLB Direct Limited (“CLB”) is the company which administers the legal work on your case, Galahad & Co. is a trading style of CLB. 

Our standard terms of engagement can be found on the engagement letter which is provided to all of our clients and forms the basis of our work on your behalf. If you are a client of CLB and do not have a copy of this letter please contact us, we will be happy to help. We can also provide details of our fee guarantee

Complaints

If you are not happy with any aspect of our work, or the services that we provide, you should please contact us directly in the first instance. We hope to be able to resolve your complaint quickly and to your satisfaction.

If you are not happy with the outcome of that correspondence, you should refer your complaint to us in writing to team@galahadandco.co.uk. Alternatively, if you are not able to make your complaint in writing, you can call and speak to one of our team on 0330 124 4252.

We will acknowledge your complaint within 7 days and write to you with a summary of your complaint; if those details are not correct you should contact us as soon as possible to correct the misunderstanding. We will then conduct a full investigation of all work which relates to your case.

We may need further details to be able to log, investigate and respond to your complaint. Please respond to any requests as quickly as you are able, otherwise we may not be able to progress your complaint.

We will endeavour to provide a final response to your complaint within 14 days. Where it is not possible to respond within that timeframe we will let you know the reason for any delay and when you can expect an update on your complaint.

Where your complaint relates to an individual member of our team, that person will not be involved in investigating your complaint or deciding any outcome. For further details about our complaints process and how you can escalate a complaint please contact us via phone or email.

Escalating a Complaint

If you are not happy with our response, you can ask that this is referred to a senior member of our team for review.

Should you feel that you need independent help or representation, we would recommend that you speak to your local Citizen’s Advice Bureau.

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