Complaints Procedure
It is important to me that I provide an excellent service that my clients are happy with. I encourage my clients to raise any concerns with me as soon as possible. As a sole practitioner with no staff, I appreciate that I may be the obstacle. In those circumstances I will ask a practitioner specialising in risk and compliance to consider any written client complaint, at my expense, and abide by their decision. If neither approach results in an outcome with which you are content, then the Legal Ombudsman Service may be able to assist, depending on the size and nature of the client.
Please note that the Legal Ombudsman's rules changed significantly in April 2023. Further guidance is here: https://www.legalombudsman.org.uk/how-we-work/consumer-journey/
The key message is that complaints must be received by the Legal Ombudsman within:
a) a year of the event or matter complained of, or
b) a year when you became aware of the event or matter complained of, and in any event
c) within six months of receiving a 'final response' letter from me responding to your complaint. This letter will be clearly labelled and I will remind you again at that time of the relevant time limits.
Contact details:
E: enquiries@legalombudsman.org.uk
T: 0300 555 0333
A: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
W: www.legalombudsman.org.uk/