You may have asked for our complaints procedure, or you may be receiving this because you have experienced a problem with our service.
If you have experienced a problem, thank you for bringing your concerns to our attention. We are committed to providing a high-quality service to our clients. This includes a commitment to putting things right when they go wrong.
Making a complaint
You can register your complaint with Ms Lubica Wilson, a director of the firm. You can contact her by post at LF Legal Ltd, 2nd Floor, Queen’s House, 180 Tottenham Court Road, London W1T 7PD, or by e-mail at email@example.com. It is helpful if you put your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, she can be contacted by phone at +44 (0)203 146 3549.
If you have any language, medical or other needs that we should take into account, please let us know.
To explain how long our processes might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of the limits, we will let you know and explain why. For example, if the complaint is of a more complex nature, we may require more time to investigate, and will inform you accordingly.
Acknowledge the complaint, enclosing a copy of this complaints procedure
Within 3 working days
Conduct an investigation and invite you to a meeting/telephone call to discuss and hopefully resolve your complaint
Within 14 working days of sending you an acknowledgement of your complaint
Confirm what took place and any solutions agreed
Within 3 working days of the meeting/telephone conversation
If a meeting/telephone discussion is not possible or required, we will investigate the issues and write to you with the outcome
Within 21 days of sending you an acknowledgement letter
If you are not satisfied with the response and proposals for resolution, you may request a further review by another director
Within 14 days of such a request being raised
If still unresolved at this stage, you may take your complaint to the Legal Ombudsman
Within 6 months of receiving a final response from us about your complaint
Please note we will record and report centrally all complaints received from clients and prospective clients. We always seek to identify the cause of any problems of which our clients complain, offering appropriate redress and correcting any unsatisfactory procedures.
If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, you can then complain to the Legal Ombudsman. The Legal Ombudsman is an independent and impartial complaints handling body established under the Legal Services Act to deal with complaints against solicitors.
The Legal Ombudsman may:
- Investigate the quality of professional service supplied by a solicitor to a client.
- Investigate allegations that a solicitor has breached rules of professional conduct.
- Investigate allegations that a solicitor has unreasonably refused to supply a professional service to a prospective client.
- Investigate allegations that a solicitor has persistently or unreasonably offered a professional service that the client does not want.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Before it considers a complaint, the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.
The Legal Ombudsman’s contact details are as follows:
Address: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: +44 (0) 300 555 0333
Minicom: 0300 555 1777
The Solicitors Regulation Authority
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like taking or losing your money or treating you unfairly because of a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority at the following address: www.sra.org.uk/consumers/problems/report-solicitor.page.