Our Complaints Policy & Procedure
LFBB is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a concern or a complaint then, initially it may be helpful to contact the person who is working on your matter. You can discuss your concerns, and we will do our best to resolve any issues at this stage. If you are not happy raising your concern or complaint with the person handling your matter then you should initially address your concern or complaint to our Practice Manager, Neil Goodwin.
What will happen next?
- We will contact you within five days to acknowledge your complaint. We also want to ensure that we have understood your complaint correctly.
- We will then investigate your complaint. This will normally involve our Practice Manger reviewing your matter file and speaking to the member of our team who acted for you.
- Within 14 days of the initial contact The Practice Manager will contact you again to set out their findings giving you details of any further action that is to be taken to address your concerns. It is hoped that at this stage you will be happy with the outcome of our investigation and we will record your complaint as resolved.
- At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response, and we will review your comments. Your complaint will then be referred to out Compliance Officer for Legal Practice and Managing Partner Rich Francis
- Our Compliance Officer will contact you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If we are unable to resolve your complaint, you can then contact the Legal Ombudsman an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints at PO Box 6806, Wolverhampton WV19WJ or call 03005550333
enquiries@legalombudsman.org.uk. Any complaint to the Legal Ombudsman must usually be made
a) within six months of your receiving a final written response from us regarding your complaint and;
b) no more than one year from the date of act/omission; or
c) no more than one year from when you should reasonably have known there was cause for complaint
The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk. Alternative complaints bodies (such as ProMediate (promediate.co.uk)) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
If we have to change any of the timescales above, we will let you know and explain why.
The Solicitors Regulation Authority can help if your complaint relates to our behaviour for example, if you feel that you have been treated unfairly or that we have acted in breach of professional requirements.
Contact us at LFBB Solicitors for more information or submit an inquiry online.
“My slightly complicated sale and purchase were both handled by Nicola Stone with exemplary attention to detail, timeliness and accuracy. Her good humour and communication skills helped me through the process and kept me calm! Highly recommended.”
“I can recommend this firm and in particular, Mr. Daniel Flowers and Ms. Lizzy Tozawa. Good quality service, with upfront advice on what would be required and associated fees. Very thorough and all round good customer service from the wider team.”
“Thank you to Mr Clay for his help and advice drawing up a repayment agreement mid-way through a verbal loan agreement. We would have no hesitation in recommending him and would use his services again should we so need.”
“Nicola at LFBB was excellent and made moving home as stress free as possible. Would highly recommend Nicola and the firm itself. Reception staff were also extremely helpful and friendly.”
It’s wonderful to find a bunch of solicitors with a great sense of humour – easy to get too serious!
