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COMPLAINT

PROCEDURES

Legal Ombudsman -

Complaint Procedure:

If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ  to consider the complaint. 

If we have not resolved the complaint to your satisfaction within eight weeks of your complaint, you can then take your case to the Legal Ombudsman. You must usually have complained to your Solicitor or the firm or they will not accept your complaint.

The Legal Ombudsman deals with all aspects of poor service, such as

  • delayed or unclear communication

  • problems with your fees, or

  • loss of documents.

The Legal Ombudsman can

  • order the lawyer or firm to apologise,

  • order the lawyer or firm to refund all or part of your fees

  • order the lawyer or firm to return your documents, and

  • pay compensation if you have lost out due to poor service.

The Legal Ombudsman’s investigators aim to resolve cases quickly and informally by helping you and the firm or lawyer to come to an agreement. If they are unable to do that, an Ombudsman will be asked to make a decision. Those decisions are legally binding and they can enforce them through the courts if necessary.

Legal Ombudsman Limitation Period:

It is really important to be aware that you must bring your complaint to the Legal Ombudsman within six months of the date of the service provider’s final response. They abide by strict time limits and if you fail to do so, it is unlikely that we will be able to investigate your complaint.