We are committed to providing a quality legal service to all of our clients. Consequently, it is essential that, when something goes wrong or any client believes they have reason to complain, we have effective procedures to assist, address, and bring about an early resolution of the problem. Only by doing so can we hope to maintain the quality standards we have set and improve upon them, by learning from what might have gone wrong and from what our clients tell us.
If you have any concerns about our service, our work, or our charges, you should discuss these first with the individual who has day-to-day control of your matter.
If this person cannot satisfactorily address your concerns and you wish to make a Complaint, please contact our designated Complaints Handler in writing, Mr Robert Crompton at 635 Roundhay Road, Leeds, LS8 4BA or send an email to him at firstname.lastname@example.org.
What will happen next?
Step 1 – Acknowledging your Complaint
On receipt of your Complaint it will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your Complaint. This is for monitoring and management information purposes.
We will send you a letter or email acknowledging your Complaint within 2 days of receipt.
Step 2 – Investigating your Complaint
We will review your file and any other relevant documentation. We will send you a letter or email within 5 days of receipt advising how we propose to deal with your Complaint.
This may involve one or more of the following and will be done within 14 days of receipt of the Complaint:
Step 3 – Appealing the Final Decision
If you are not satisfied with our final decision, please let us know and we will review our decision again. We will do this within 5 working days of receiving your appeal.
This may happen in one of the following ways:
After the review has taken place you will be informed of the outcome, within 5 days of the conclusion of the review.
Step 4 – The Legal Ombudsman
If you are still not satisfied, you can then contact the Legal Ombudsman about your Complaint provided you do so within six months of the end of our Internal Complaints Handling Procedure.
In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time (which can be accessed at:
You may also contact the Legal Ombudsman using the contact details provided below this may only be extended by the Legal Ombudsman in exceptional circumstances.
Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your Complaint using our internal Complaints Handling procedure, but you will be able to contact the Legal Ombudsman if:
If you wish to make a Complaint to the Legal Ombudsman you must be one of the following:
If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.
LEGAL OMBUDSMAN CONTACT DETAILS
PO Box 6806, Wolverhampton WV1 9WJ
0300 555 0333