What Happens Next?

The Next Steps after  we receive your formal Complaint.
First Step
Once we have received your complaint we will acknowledge receipt within 7 working days.These steps are for formal complaints.
Second Step
We will enclose a copy of our complaints procedure, and investigate your complaint. This involves us reviewing  all dealings with  you and your case.
Third Step
We will review the matter and speak to the member(s) of staff who acted for you. You will not be charged for our investigation of your complaint.
STRIVING  FOR EXCELLENCE
If you complained, we know it’s for a reason, and it is important to us understand why you are complaining.
YOUR VIEWS MATTERS
A legitimate complaint deserves a solution. We also want to make sure that you are satisfied with the solution.
  • We will record your complaint in our central register and open a file specifically to deal with it.
  • We will write to you confirming our final position on your complaint and explaining our reasons.
  • If you are still not satisfied with either the handling of or outcome of your complaint, we can review  the complaint completely
INVESTIGATING YOUR COMPLAINT
Here are some valuable hints, which should help you to get the result you are looking for:
BEST RESULTS ACTIONS
DON’T LEAVE IT TOO LONG TO COMPLAIN.
The Legal Ombudsman can only investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. However, this new limit will be introduced gradually so at the moment the problem must have happened on or after 6 October 2010. Or, if the problem happened earlier than that, you must not have been aware of it before 6 October 2010.
STAY FOCUSED
Remember to be clear about what it is you’re complaining about and what you think should be done to resolve the complaint. We often use legal services at very stressful times in our lives but it’s important to try stick to the facts and keep your emotions in check.
DON’T BE INTIMIDATED
Legal services can be complex and confusing, but we expect lawyers to give information in plain English and to take the time to address your concerns. If you feel that you’re not getting a helpful response, remain calm and take the complaint to the next level.
KEEP RECORDS.
You are entitled to complain if you have received poor service and this should be fully and fairly investigated by the lawyer. However, a complaint is not always justified and there may be good reasons why an investigation by the lawyer or by the Legal Ombudsman does not find in your favour. Whatever the outcome, it should be an open and transparent process for both parties and decisions should be clearly explained.
BE PATIENT.
It’s important that you keep evidence about your complaint. If you have a conversation with someone (either face to face or over the phone) keep a record of who it was and when.  Keep records of all written communication such as emails and letters.
YOUR RIGHTS AS A CONSUMER
It is important to give the lawyer an opportunity to fully investigate your complaint. The Legal Ombudsman won’t usually accept a case until the firm has had eight weeks to resolve the complaint first.
RESOLVING YOUR COMPLAINT
If you are still not satisfied with the outcome your complaint, you should contact us again where we will arrange for our Directors to review the decision on any new merit. When we receive your review request we will write to you within 21 days to acknowledge your request for a review.Once we have completed the process and confirm our final position of your complaint with a full explanation. If you are still not satisfied, you can ask the Legal Ombudsman to review the complaint
The Legal Ombudsman can be contacted at
P O Box 15870,
Birmingham B30 9EB,
email: enquiries@legalombudsman.org.uk
Do you have a  complaint? Not satisfied with how your case is being handled…