Resolving any Complaints

In the unexpected scenario that you are not satisfied with the service we have given you, and we haven’t been able to resolve your issue in discussions with You informally, You can complain using this complaints procedure.

In this complaints procedure below, “You” means the person who is our client and signed the relevant client care letter. 

Any expression of dissatisfaction about the service you have received from The Legal Partners Limited will be considered seriously and we will ensure that we respond promptly to any complaint.

The Legal Partners Limited are committed to providing a professional, efficient and courteous service to all our clients.  If You feel that we have failed to achieve an acceptable standard of service we want You to tell us. We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively and try to generate a positive and speedy solution.

If You have a complaint, You should address it by email to Richard Mullett who will try and resolve it with you. We will acknowledge any complaint You make within 2 – 3 business days. The person considering your complaint will carry out an investigation and will provide a proposed solution as soon as reasonably possible and we aim to do so within 20 business days.

If the matter is complex and it takes longer to deal with your complaint, we will contact You within 10 business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a further meeting or phone call to try and resolve your complaint.

If you are not satisfied then You may speak to another senior lawyer at The Legal Partners who has not been involved in your matter, or an outsourced supplier who has experience of investigating complaints against law firms, who will investigate your complaint and try and resolve it with You within 8 weeks after You first notified us about your complaint.

If You are still not satisfied with our handling of the complaint and the issue remains unresolved, then You can ask the Legal Ombudsman (LeO) to consider the matter.  The LeO states that the compliant must be referred by You within six months of the date of a written response from the person investigating your complaint.

The contact details for the Legal Ombudsman are: 

  • Postal Address:    Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
  • Helpline:          0300 555 0333
  • E Mail:           enquiries@legalombudsman.org.uk

An alternative is to apply to the Court for an assessment of our charges under Part III of the Solicitors Act 1974. 

Referral to the LeO

If You are not satisfied with the final response of our investigation You may refer your complaint to the LeO. The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when You should have known about the complaint. The LeO will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

The LeO website includes a useful sample letter and information about complaints.

In addition to the LeO, several other complaints bodies exist which are also able to deal with complaints about legal services – these are: Ombudsman Services, ProMediate, Small Claims Mediation (for claims in the County Court) and the European Online Dispute Resolution platform.

Information about these alternatives can be found at:

 

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