Complaints procedure

We are committed to providing excellent service to all of our clients. However, if any of our clients are not satisfied with any of our services, they can raise formal complaints and we have put in place a detail complaint handling procedures for this purpose.

If you have any concerns or are unhappy with our service, you should inform us and we will immediately address your concern and resolve the problem complaint.

The first step in the complaint procedure is to contact the person who is handling your matter, You should raise and discuss the concerns, we assure all of our clients that all members of our team are committed to providing efficient service and hence would do their best to resolve any issues at the first stage.

However, if any such concerns are not resolved by the case handler and you feel the need to make a formal complaint, then you can ask for our written Complaints Policy and Procedure, which is also provided with the client care letters and is also available on request. It can be obtained by sending us an email on s.ahmad@leevalleysolicitors.co.uk or by calling us on 0203 771 9808.

You can send a complaint in writing:

Saghir Ahmad
Lee Valley Solicitors
First Floor
241 High Street Walthamstow
London
E17 7BH

Alternatively, you can call 0203 771 9808 and ask for the Client Care department. Your complaint will be acknowledged and the full procedure for handling the complaint will be explained to you at that time.

Once we have completed our firm’s internal complaints procedures and you are not happy with our response and/or action taken by us, you are able to take your complaint to the following relevant independent bodies:

1. Legal Ombudsman: Please click here for full details on how you can do this.

In a very unlikely event of us being unable to resolve your complaint and you remain unsatisfied by our response and/or actions taken, you can then take your complaint to the Legal Ombudsman, which is an independent complaints body established under the Legal Services Act. Legal Ombudsman’s job is to investigate and resolve the complaints about the legal service you have received from us.

The Legal Ombudsman will check that ask if you have tried to resolve your complaint with us in first place before it can accept it for investigation. If you need so you have to 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 act/omission that lead to the complaint. Or;

·        No more than three years from when you should reasonably have known there was cause for complaint.

For more information about the Legal Ombudsman, you can contact them by:

·        Telephone: 0300 555 0333

·        Email: enquiries@legalombudsman.org.uk

·        Website: www.legalombudsman.org.uk

The Legal Ombudsman postal address is:

·        Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

2. Solicitors Regulation Authority

We are regulated by The Solicitors Regulation Authority. The Solicitors Regulation Authority can help you if you are concerned about our professional behaviour. If you feel the need to, you can raise your concerns with the Solicitors Regulation Authority.