Complaints handling policy

We value your business and do not wish you to have any reason to be unhappy with us. We are confident of providing a high quality service. It is therefore important that you raise any concerns you may have with us immediately so that we may address them and learn lessons.

Our complaints procedure

If you are dissatisfied with service received or would like advice reviewed, please write to the member of the Firm who is dealing with your matter. If that is not appropriate, or if you are still dissatisfied, you should write to the other partner of the Firm.

Please set out as clearly as you can the nature of your complaint and how it has arisen. Please ensure your letter quotes the identity of your LCS contact.

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.

Upon receipt of your complaint

Within three working days of receipt of your complaint we will

  • Record your complaint in our central database
  • Send you a letter acknowledging receipt
  • Ask you to confirm or explain any details which are unclear and
  • Let you know the name of the person who will be investigating your complaint. If we have asked for further details, we will acknowledge those within three working days of receipt and confirm what will happen next.

Our investigation

1. Within 14 working days of receiving your complaint (or the further details requested), we will ask the member of the Firm who acted for you to comment and will review your file.

2. Within 28 working days of receiving your complaint (or the further details requested), we will write to you with our view of your complaint, and how to resolve it.

3. We may invite you to a meeting. If we meet, we will write to you within two working days of the meeting to confirm what took place and any solutions we have agreed with you.

4. If you are still not satisfied, you can write to us again. We will review our decision. This will happen in one of the following ways

  • the person you met, or who wrote to you, will review their own decision within five working days
  • we will arrange for someone in the Firm, who has not been involved in your complaint, to review it. They will do this within 10 working days

5. We will then

  • write to you confirming our final position on your complaint and explain our reasons, within five working days of the end of the review and (if appropriate)

6. If we have to change any of the time scales above, we will let you know and explain why.

What do to 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
  • 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. You can contact the Legal Ombudsman as follows:
  • Post: PO Box 6806 Wolverhampton WV1 9WJ; or
  • Email:; or
  • Telephone: 0300 555 0333 or if calling from overseas +44 121 245 3050; or
  • Visit:

Complaints relating to an invoice

If you wish to make a complaint relating to a bill, you must do so within one month of receiving the bill, failing which we will be under no obligation to investigate or to attempt to resolve the complaint. You may also have the right to apply to the court for assessment of the bill under Part III of the Solicitors Act 1974, or Part 48 of the Civil Procedure Rules 1999 normally within twelve months of delivery of the bill.

The Legal Ombudsman may decline to consider your complaint if you have applied to the court for assessment of the bill.

No charge will be made for the time spent in investigating and responding to a complaint.

Legal Publications


  • "I used Jessica for immigration advice some years ago. Her advice was timely, efficient, clear and enormously helpful to me. She understood my needs completely and cheerfully helped me to achieve my goals successfully. I would have no hesitation in recommending her to anyone needing executive immigration advice."

    Top qualities: Great Results, Personable, Expert

    September 15, 2010

    Chris Lee Kim

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