LSL Family Law is committed to providing outstanding client service. If you are dissatisfied with our service for any reason, please contact us to discuss the problem.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, we will acknowledge your complaint and refer the matter to an external consultant (who specialises in regulatory compliance) within 14 days. The consultant will respond to your complaint within 28 days of our acknowledgment to you. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • Not later than one year from the date of the act or omission being complained about; or
  • Not later than one year from the date when you should have realised that there was cause for complaint.

There may be circumstances where the Legal Ombudsman has a discretion to accept out of time complaints. Please refer to the Legal Ombudsman’s website for further details.

If you would like more information about the Legal Ombudsman, please contact them as follows:

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.