At Cains, we are committed to delivering the highest standards of service to our clients. An important part of that commitment is ensuring that any concerns or complaints are handled promptly, fairly, and effectively.
If you are dissatisfied with any aspect of the service you have received, we encourage you to raise the matter with us so that we can investigate your concerns thoroughly and take any appropriate corrective action.
In the first instance, please contact the individual responsible for the day-to-day handling of your matter. You may raise your concerns by telephone, in writing, by email or at a meeting if you would prefer. To assist us in our investigation, please provide as much detail as possible regarding your complaint.
We will acknowledge receipt of your complaint within 7 days and aim to provide a substantive response as soon as reasonably practicable but within 8 weeks from the date of receipt. Where appropriate, we may invite you to meet with us to discuss the matter further and help facilitate a resolution.
If you are not satisfied with our initial response, you may make further representations, and your complaint will be escalated to the Primary Director, Robert Colquitt, for review.
Most complaints are resolved through this process. Where a satisfactory resolution is reached, we may ask you to confirm this in writing.
During the year 1 January 2025 to 31 December 2025, Cains received complaints which were required to be resolved under our Complaints Procedure as follows:
| Type of Complaint | Number received | Number resolved | Number unresolved |
| Data Protection/AML | 1 | 1 | 0 |