Complaints Procedure
Your Right to Express Concerns
We Want to Give You the Best Service
If at any point you become unhappy or concerned about the service we have provided, please inform us immediately so we can do our best to resolve the problem. Making a complaint will not affect how we handle your case.
Your Right to Complain
You have the right to express concerns or complaints about the services you receive from us or the charges we have applied. If you feel dissatisfied in any way, we encourage you to let us know so we can address the issue promptly.
How to Make a Complaint
Point of Contact
Your complaints should be directed to our designated point of contact:
Christopher Dias
Email: chris.dias@lawyery.co
Ways to Complain
You can lodge your complaint in writing via email or letter. We strive to make our complaints process accessible to everyone, including those with special needs or requirements.
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.
Internal Complaints Process
Acknowledgment
Upon receiving your written complaint, we will send you an acknowledgment within 3 working days, providing you with the details of who is handling your case.
Investigation
Your complaint will be thoroughly investigated by a staff member or, if necessary, by a more senior team member to ensure an objective viewpoint. We aim to complete this investigation within 14 working days.
Resolution
After the investigation, we will contact you to discuss the outcome and propose a resolution. We aim to resolve all complaints to your satisfaction within 8 weeks from the date the complaint was initially raised.
Final Response
If the complaint cannot be resolved immediately, you will receive a final written response within 8 weeks, detailing our conclusions and any actions taken.
If We Cannot Resolve Your Complaint
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 our final response to your complaint
- AND
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint
If You Are Unhappy With Our Behaviour
Solicitors Regulation Authority (SRA)
The Solicitors Regulation Authority can help 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.
Contact the SRA:
Website: www.sra.org.uk/consumers/problems/report-solicitor/
Need to Discuss a Concern?
We are committed to providing excellent service and resolving any issues promptly.
Contact Complaints Handler