This is the website of CFG Law Limited. We are specialists in serious injury claims and accident compensation.
Head Office telephone: 0161 437 9999
Free accident advice helpline: 0800 612 8196 (open 24 hrs)
We are authorised and regulated by the Solicitors Regulation Authority. SRA number 469926. All staff are subject to rules and principles of professional conduct. For a copy of our professional rules, please see www.sra.org.uk/handbook
CFG is a trading name of CFG Law Limited. Registered in England no.: 4206160. Registered office: Oakwater House, 4 Oakwater Avenue, Cheadle Royal Business Park, Cheadle, SK8 3SR.
Use of this website is subject to the following:
The content and design of these pages are subject to copyright owned by CFG Law Limited. Reproduction is prohibited and you undertake not to copy, store, distribute or modify any part of this website without our prior written consent.
From time to time this website may include links to other websites. These links are to provide further information and are not intended to signify that CFG Law Limited endorses such website or content. CFG Law Limited has no responsibility for the content of the linked website.
You do not need to seek permission to link to any information on the CFG website.
CFG website hosting provider information: HCP- Microsoft Azure
Subject to usual terms.
Professional indemnity insurance
Our professional indemnity insurance has been arranged through our Broker Marsh Speciality. Their contact details are as follows: Belvedere, 12 Booth Street, Manchester M2 4AW Telephone: 0161 957 8080
Our professional indemnity insurance policy is with Allianz Global Corporate & Speciality SE. Their contact details are as follows60 Gracechurch Street, London, EC3V 0HR Telephone: 0161 957 8080
Disclaimer
The materials contained in this website are provided for general information purposes only and do not constitute legal or other advice. Whilst every effort has been made to ensure the accuracy of the content of this site, CFG accepts no responsibility for any loss, which may arise from reliance on information on this site.
The content of this site does not constitute legal advice and is published as information only. You should always seek legal advice about the particular circumstances of your case.
Use our call back form to speak to one of our serious injury lawyers direct or call us on 0800 612 8196.
Complaints procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our starting point is that if you need to make a complaint or raise any concerns (such as you feel we have not communicated with you as well as you would like) then we would like to apologise for this, and we undertake to do our best to resolve your concerns.
Please be assured that your complaint will be dealt with promptly, fairly and free of charge.
Initial concerns
In many cases, an informal chat with the lawyer responsible for your matter can resolve concerns. If it does not, you can make a formal complaint or speak to someone other than the person responsible for your case, such as their supervisor.
Our complaints procedure
If you have a complaint, please contact Nicola Hughes, Partner. You can contact Nicola Hughes at:
CFG, Oakwater House
4 Oakwater Avenue
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3SR.
Telephone: 0161 437 9999
Email: nicola.hughes@cfglaw.co.uk.
You may telephone Nicola Hughes to discuss your concerns as an alternative to making a formal complaint should you prefer.
To deal with your complaint, it would be helpful when contacting us if you could provide the following information:
- Your name, contact details and preferred method of contact
- File reference number
- Details of your concerns
- How you would like us to put things right.
What will happen next?
- We will send you a letter acknowledging your complaint. We may also ask you to confirm or explain the details. We will also let you know the name of the person who will be dealing with your complaint. You can normally expect to receive our letter within three working days of us receiving your complaint.
- We will record your complaint in our central register and open a file for your complaint. We will do this within a day of receiving your complaint.
- We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within three working days of your reply, or within five days of our initial acknowledgement.
- We will then start to investigate your complaint. You will receive a formal response to your complaint within 5 weeks. Our reply will address the issues you have raised and will ensure a response is provided to the points you have raised. Our reply will include suggestions for resolving your concerns. If we need to make further enquiries (for example, if your file has been stored off-site) we may need to extend the time by which we will respond by up to 4 weeks.
- At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision within 2 weeks of your response to our original complaint outcome. We will communicate the individual who will conduct the review at the start of the 2 week period.
- We will let you know the result of the review within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact the Ombudsman about your complaint. We will also provide details of alternative complaints bodies, together with confirmation of whether we agree to use such a scheme.
If we have to change any of the timescales above, we will let you know and explain why.
What to do if we cannot resolve your complaint
If you have exhausted our internal escalation process but remain dissatisfied, or a period of 8 weeks has expired since we received your complaint, without our final response being received, you are entitled to refer your complaint to the Legal Ombudsman. The Legal Ombudsman will look at the complaint independently and any investigation by them will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check:
- you have tried to resolve the complaint with us in the first instance and
- you have suffered significant financial loss, distress, inconvenience or detriment, which deems it proportionate for them to investigate.
We will always be happy to discuss your issues further, before you go down this route if you wish to do so.
For complaints about our service, you may contact the Legal Ombudsman via one of the methods below:
Address: Legal Ombudsman
PO Box 6167
Slough
SL1 0EH.
Helpline: 0300 555 0333
Using their online complaint form at www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
The Legal Ombudsman will normally investigate complaints which are referred to them by no later than 1 year of the act/omission which has occurred and been identified or 1 year from when the complainant should reasonably have known there was cause for complaint The Legal Ombudsman has discretion to extend this time limit in certain circumstances.
The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same. A copy of the April 2023 Legal Ombudsman Scheme Rules can be found at www.legalombudsman.org.uk.
We are regulated by the Solicitors Regulation Authority (SRA). The SRA’s Code of Conduct for Solicitors and Code of Conduct for Firms sets out the standards and requirements which solicitors are expected to achieve and observe, for the benefit of the clients they serve and in the public interest.
A copy of the Codes of Conduct can be accessed here:
https://www.sra.org.uk/solicitors/standards-regulations/
Alternatively, a copy can be obtained by contacting the SRA direct:
Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Tel: 0370 606 2555
If a client has any concerns regarding a solicitor’s behaviour, they have the right to notify the SRA. More information on this and how to make a report can be found at https://www.sra.org.uk/consumers/problems/report-solicitor/
What to do if your complaint relates to an insurance policy:
If your unresolved complaint relates to an insurance policy covering your case, you may contact the Financial Ombudsman Service:
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR.
What to do if your complaint relates to a data protection issue:
If your unresolved complaint relates to a data protection matter, it is open to you to contact the ICO:
- Live Chat is available on their website
- Helpline: 0303 123 1113
Online Dispute Resolution (ODR) Portal
If you are a client and we have made a contract with you by electronic means (website, email, etc.) you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service may be found at http://ec.europa.eu/odr.
About our people
We use the word Partner to refer to senior lawyers or employees with equivalent standing. Not all of our lawyers are solicitors. Information about any individual’s professional status will be provided on request.
Identity checks
Under anti-money laundering legislation we are obliged to confirm the identity of individuals before accepting new instructions and to review this from time to time. To avoid the need to request detailed identity information from you, we use approved external services which review publicly available information on companies and individuals. However, should those checks, for any reason, fail adequately to confirm identity, we may write to you to ask for identification evidence. If you do not provide satisfactory evidence or information within a reasonable time, we may have to stop acting for you.
Interest Policy
This is the Interest Policy for CFG.
Rule 7 of the SRA Accounts Rules requires us to account to our clients for a fair sum of interest on any client money that is held in CFG’s client account. This policy sets out how CFG comply with our regulatory obligations.
Do we pay interest on client money held in CFG’s client account?
Interest is not earned by CFG on money that is held in CFG’s general client account. This is because the funds held by CFG must be immediately available. As interest is not paid by CFG’s bank on these funds, no interest is payable to clients.
What if CFG hold client money that doesn’t need to be immediately available?
If CFG are likely to hold more than £25,000 on client account, which will not need to be immediately available (i.e. not required for a period of at least 3 months), CFG can open a Designated Client Account which will attract a rate of interest.
Clients should be aware that:
- The level of interest earned on client money held in a Designated Client Account may be much lower than the Bank of England Base Rate and other bank accounts.
- They may not receive as much interest on money held in a Designated Client Account as they might if they had invested that money themselves.
All interest paid by the bank on those funds will be payable to the client at the conclusion of their claim, although there may be times when it is appropriate to pay interest at intervals throughout our instruction.
Clients who wish to consider whether a Designated Client Account should be opened can discuss this with their solicitor.
Review of this policy
This policy will be reviewed from time to time to ensure that it continues to be compliant with CFG’s professional and regulatory obligations.
