Complaints Handling Procedure
Lex House Solicitors is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received or about the bill, please contact us by email (info@lexhousesolicitors.co.uk ) or by post to : Lex House Solicitors, (164A Whitchurch Road, Cardiff, CF14 3NA).
We have a procedure in place which states how we handle complaints. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
Telephone: 0300 555 0333
Overseas: +44 12 245 3050
Email: enquiries@legalombudsman.org.uk
In writing: PO Box 6806, Wolverhampton, WV1 9WJ
www.legalombudsman.org.uk
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
It is advisable that first you raise the complaint with the adviser dealing with your case. However, if the adviser is unable to address your concerns, then write to our office.
Details of our Complaints handling Procedure
Once we receive your formal complain, we will send you a letter acknowledging receipt of your complaint detailing this procedure, within five (5) working days of us receiving your complaint. We will then investigate your complaint. This will normally involve passing the file to the Principal (Mr Mohammad Rahman), who will review the matter. You will then be invited to a meeting to discuss and hopefully resolve your complaint. This will be done within seven (7) working days of sending you the acknowledgement letter.
Within five (5) working days of the meeting, we will write to you to confirm what took place and any solutions or remedies agreed with you. Such solutions or remedies may include but are not limited to:
• An oral or written apology
• A review of our policies and procedures
• An appropriate and proportionate reduction in our fees
• An appropriate and proportionate refund of our fees
If you do not want a meeting or it is not possible to hold one, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within twenty one (21) working days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you can then contact the Legal Ombudsman.
Complain to Legal Ombudsman
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. The contact details of the Legal Ombudsman are as follows:
Postal address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Phone: 03005550333, +441212453050 (overseas)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
However, you also have right to report the matter directly to SRA if you think a firm or anyone regulated by SRA has breached an SRA Principle.