Our Complaints Policy & Procedure
LFBB is committed to providing high-quality legal services to all our clients. If something goes wrong, we need you to tell us. This will help us improve our standards.
If you have a concern or complaint that hasn’t been dealt with to your satisfaction, please contact us as soon as you’re aware. Our Compliance Officer for Legal Practice is Rich Francis.
What will happen next?
- Within five days of receiving your complaint we will send you a letter acknowledging this. Enclosed will be a copy of this procedure.
- We will investigate your complaint. This involves passing your complaint to our client care partner and Compliance Officer for Legal Practice, Rich Francis. He will review your matter file and speak to the member of staff who acted for you.
- Rich Francis will then invite you to a meeting to discuss and, hopefully, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, Rich Francis will write to you. He will confirm what took place and any solutions that were agreed.
- If you do not want a meeting or one is not possible, you will be sent a detailed written reply to your complaint. Included will be suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- If you remain unsatisfied, please contact us again to explain why you are still unhappy with our response and we will review your comments. Depending on the matter we may arrange for another partner to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If we’re unable to resolve your complaint, you can 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.
Any complaint to the Legal Ombudsman must usually be made-
- Within six months of your receiving a final written response from us regarding your complaint and;
- No more than one year from the date of act/omission; or
- 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) 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 above timescales, we will let you know and explain why.
If you would like to speak to us about our complaints procedure, any other legal enquiry or require this information in a hard copy format please call 0114 272 9721 or click here to contact us.