Complaint Procedure

Here at Chantell Walters we put the “Client” first, therefore we strive to deal with any complaints you may have immediately in a fair and transparent manner, however if you are not happy with the outcome please find below details of our official complaints procedure.

1. You can complain to us in writing by e-mail info@chantellwaltes.co.uk or phone +44 7961 076 167 – outlining the reason(s) for your complaint.

2. We reserve the right to decline to consider a complaint that is made more than 6 months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. We will acknowledge your complaint within 5 business days of receipt, identifying the person who will be handling your complaint on behalf of Insolvency & Law. Wherever possible, that person will not have been directly involved in the matter which is subject of the complaint and will have authority to settle the complaint.

4. Within four weeks of receiving a complaint, we will send you either;
a) a final response which adequately addresses the complaint; or
b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible. Appropriate redress may not be financial; it may involve an apology, an offer to redo the work or the refund of a fee.

6. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to – info@chantellwaltes.co.uk