LLM Solicitors (London) Ltd is committed to providing a high-quality legal service to all our clients. When something goes wrong or 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. This will help us to improve our standards.
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. However, if you wish to make a formal complaint, you can follow the formal complaints procedure below.
We have eight weeks to consider your complaint (although we will usually be able to respond considerably more quickly). If you are not satisfied after this, you may complain to the Legal Ombudsman (see below for contact details).
- A complaint in the first instance should be directed to the individual Caseworker either on the telephone, face to face or by e mail.
- The Caseworker will contact you over the telephone, within 24 hours of the receipt of the complaint, in order to see if the matter can be resolved informally. The Caseworker will confirm with you at the end of that discussion whether your concerns have been alleviated or whether you would wish to discuss the matter further with the Complaints Director (either Mr James Lefroy (Suite 8, 1st Floor, One Derby Square, Liverpool L2 1AB) or Ms Emma Lambie (410A Brixton Road, London, SW9 7AW) who have responsibility for handling complaints within the Firm, in their respective regions (“the Complaints Directors”)).
- Should you wish to pursue the matter further, the Caseworker will notify the Complaints Director, forthwith.
- The Complaint’s Director will then ensure that he/she contacts you, personally via the telephone. This must be undertaken within 7 days of the initial receipt of complaint. In the event of a more serious complaint, you will be invited to attend at the Firm’s offices so as to discuss the matter further.
- Finally, you will be written to within a further 3 days of your telephone conversation / face to face meeting, with the Complaints Director, explaining to whom you should take matters if you remain dissatisfied at any stage, and also detailing any options for redress, and for correcting any underlying problem or unsatisfactory procedure or process.
The Legal Ombudsman
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 no more than six years from the date of act/omission, or three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them:
- by telephone on 0300 555 0333 (calls are charged at a local rate),
- by email at firstname.lastname@example.org
- or by writing to:
The Legal Ombudsman
PO Box 6806
The Solicitors Regulation Authority
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