COMPLAINTS PROCEDURE

Last updated: 11 September 2026

 

Our commitment

Cathnel Legal is committed to providing a professional, responsive and commercially practical service.

If you are dissatisfied with any aspect of our service or charges, we encourage you to raise the matter

with us so that we have an opportunity to investigate and resolve it.

Making a complaint will not affect the way we handle your matter and there is no charge for using our complaints procedure.

How to make a complaint

Please send complaints to:

Cathnel Legal
Email: info@cathnel.com

Please provide your name and contact details, details of the relevant matter or engagement, the nature of your concern and,

where possible, how you would like the matter to be resolved.
 

What happens next

We will normally acknowledge your complaint within three working days.

We will review the relevant information and may contact you if further information is required.

We aim to provide a substantive response within 20 working days. Where a matter is particularly complex or

requires additional investigation, we will let you know and provide an updated timeframe.

In any event, we aim to conclude our internal complaints process as promptly as reasonably practicable

and within eight weeks of receiving the complaint.

Legal and regulatory status

Cathnel Ltd is an independent legal and commercial consultancy and is not authorised or regulated by the Solicitors Regulation Authority (SRA).

Where legal services are provided by an individually regulated solicitor, that solicitor remains subject to applicable professional obligations.

Depending on the nature of the services provided and who provided or supervised them, you may have a right to complain to the

Legal Ombudsman about the service received.

The Legal Ombudsman will ordinarily expect you to have raised the complaint with us first.

If a complaint has not been resolved to your satisfaction within eight weeks, or you have received our final response and remain dissatisfied,

you may be entitled to refer the matter to the Legal Ombudsman.

Current time limits generally require a complaint to the Legal Ombudsman to be made within one year of the act or

omission complained about, or within one year of when you reasonably became aware of it, and within six months of

our final written response where that response meets the applicable requirements. 

Legal Ombudsman

Concerns about the professional conduct of an individually regulated solicitor may also be capable of being

raised with the Solicitors Regulation Authority, depending on the circumstances.

Solicitors Regulation Authority

 

 Other rights

Nothing in this procedure affects any other legal rights or remedies available to you.