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.
If we cannot resolve the issue (e.g. a concern regarding charges and/or any invoice that you have received), 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 acknowledgement to you.
Making a complaint about a service issue will not affect how we handle your legal matter. We will comply with our regulatory responsibilities at all times.
In the unlikely event that you are still dissatisfied you can make a formal complaint to the Legal Ombudsman: www.legalombudsman.org.uk. They will investigate your complaint independently and it will not affect how we handle your legal matter.
You can write to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ or call 0300 555 0333 (lines are open 9am to 5pm Monday-Friday). General enquiries can be emailed to: firstname.lastname@example.org.
Please note that the Legal Ombudsman will check that you have attempted to resolve your complaint with us prior to seeking their assistance. Complaints to the Legal Ombudsman should be made:
- within six months of receiving a final response to your complaint and
- no more than six years from the date of the act/omission or
- no more than three years from the moment when you should reasonably have known there was cause for complaint
The Solicitors Regulation Authority can help you if you are concerned about any non-service aspect of the firm. This includes any practice or regulatory issues that you believe should be considered by the professional regulator of solicitors. You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk.