Lawfinity Solicitors' Complaint Handling Policy
Introduction:
Lawfinity Solicitors, a provider of high-quality legal advice and client care services, is dedicated to maintaining the highest standards in our legal practice. We value your feedback and encourage you to communicate with us in the event of any concerns or dissatisfaction with our services. This Complaint Handling Policy outlines our commitment to addressing and resolving complaints in a timely and professional manner.
SRA Principal:
Principle 5 of the SRA Code of Conduct requires individuals regulated by SRA Regulation (CRL) to inform clients fully and honestly about their complaint’s procedures. This includes the client’s right to refer a complaint to the Legal Ombudsman or CRL where appropriate.
Contacting Us:
1.1 Complaint Submission:
If you have a complaint related to any aspect of our services, we kindly request you to contact us promptly. You can reach us via email at info@lawfinitysolicitors.com or by sending your complaint by post to our office address at:
Complaints Department:
Lawfinity Solicitors
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
Complaints Procedure:
2.1 Initial Acknowledgment:
Upon receiving your complaint, Lawfinity Solicitors will promptly acknowledge it within three working days. Along with the acknowledgement, we will provide you with a copy of this Complaints Handling Procedure.
2.2 Record Keeping:
Your complaint will be recorded in our central register, and a dedicated file will be opened to investigate and address your concerns.
2.3 Investigation and Response:
We will conduct a thorough investigation into the issues raised in your complaint. Within 15 working days of sending the acknowledgement letter, we will send you a detailed written response outlining our findings and providing suggestions for resolving the matter.
2.4 Meeting Option:
Alternatively, if deemed appropriate, we may invite you to a meeting to discuss the issues you’ve raised. In such cases, we will follow up with a written communication within three working days of the meeting, summarising any agreed-upon solutions.
2.5 Resolution Measures:
In suitable cases, we may offer solutions, which could include an apology, a reduction in your bill, or a refund of any payment received.
2.6 Timelines:
Lawfinity Solicitors aims to resolve all complaints within six weeks of receiving them. If we anticipate that the resolution may take longer, we will inform you promptly and provide an estimated timeframe.
Alternative Options:
3.1 Regulatory Authority:
If you prefer, you have the option to submit your complaint directly to the SRA. 199 Wharfside St, Birmingham B1 1RN. Phone: 0370 606 2555
If you are not sure you can contact SRA via email or phone on 01234 845770; info@cilexregulation.org.uk
3.2 Legal Ombudsman:
If you are not satisfied with our response or did not receive a response from us you can contact Legal Ombudsman:
General Enquires Team: 0300 555 0333
Calling from overseas: +44 121 245 3050
Postal address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Email: enquiries@legalombudsman.org.uk
Make a complaint online: https://www.legalombudsman.org.uk/make-a-complaint/
