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Complaints Procedure

Christian Burnett is committed to delivering quality services. 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 it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.


If you would like to make a formal complaint, please set out your complaint in writing to and include all the information suggested by the Legal Ombudsman - their website includes some useful checklists and sample letters.


You will receive a preliminary response to your complaint within 14 days of receipt of the complaint, or where this is not possible you will be provided with reasons. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. Christian Burnett will work with you to try and agree a satisfactory conclusion. You will not be charged for the cost of complaint handling and making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. 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. You can raise your concerns with the Solicitors Regulation Authority here.


What do to if we cannot resolve your complaint


The Legal Ombudsman can 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. The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint.

If you have and the matter remains unresolved, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • 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.


If you would like more information about the Legal Ombudsman, please contact them.

Contact details


Call: 0300 555 0333 between 9am to 5pm.


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ



A complaint that has been updated or partially upheld may attract one or more of the following remedies:

  • a full acknowledgment and explanation of any  poor service;

  • an apology

  • appropriate action to rectify the situation or complaint;

  • appropriate recommendations for action to improve our practices or procedures.



Online Dispute Resolution:
The EU Commission provides the possibility for an Online Dispute Resolution under the following link

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