Complaints Procedures

Our Complaints Process

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 at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure in our retainer letter relevant to your matter. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

In certain circumstances, you could also refer the matter to the Solicitors Regulation Authority. This could be for things like misconduct, losing your money or treating you unfairly because of your age, a disability or other characteristic.

 

What to do if we cannot resolve your complaint

The Legal Ombudsman (LeO) 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 LeO will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the LeO:

  • Within six months of receiving a final response to your complaint

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

LeO, under its revised Scheme Rules from 1 April 2023, will not normally consider complaints unless they meet all of the following criteria:

  • the poor service occurred after 5 October 2010
  • the complaint is referred to LeO within either of the following:
    • one year from the date of the act or omission being complained about, or
    • one year from the date when the complainant should have realised that there was cause for complaint
    • the complaint is referred to LeO within six months of the firm’s final response

LeO has a discretion to consider a complaint outside the above time limits where it determines it is fair and reasonable to do so.”

If you would like more information about the LeO, please contact them.

 

Contact details

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Contact Our Solicitors

Our office is situated just five minutes away from Charing Cross Station and is south of The Strand. Positioned in the heart of the West End of London, we are easy to reach.

PHILLIPS LEWIS SMITH

38 Craven Street
London WC2N 5NG
Tel +44 (0)20 7925 2244