Complaints Procedure
Our Commitment to You
At Lawfrancis Solicitors LLP, we aim to provide a high standard of legal service to every client. We know that things can occasionally go wrong, and if you are unhappy with the service you have received, or with a bill we have sent you, we want to hear about it. Telling us gives us the chance to put things right and to improve how we work.
Talk to us first
If you have a concern, please raise it in the first instance with the person handling your matter. Most concerns can be resolved quickly and informally this way, and raising a concern will not affect how the rest of your case is handled.
If you would prefer not to raise it with that person directly, or if you remain unhappy after doing so, please contact our head of Legal:
Lawretta Osaigbovo
What happens next
- We will acknowledge your complaint in writing within 7 days of receiving it, and enclose a copy of this procedure.
- We may ask you for further information or documents to help us look into what happened.
- Your complaint will be investigated by, or on the instruction of, our Complaints Partner, who will review your file and speak with the person who handled your matter.
- Where appropriate, we will invite you to a meeting to discuss and, where possible, resolve your complaint. If a meeting isn't suitable, we will send you a detailed written response setting out our findings and any proposed resolution.
- We aim to complete this process within 8 weeks of receiving your complaint. If we need longer, we will tell you why and give you a revised timescale.
- If you remain unhappy with our response, you may ask us to have the decision reviewed by another partner, or someone not connected with your matter, and we will write to confirm our final position.
Taking it further
If we haven't resolved your complaint to your satisfaction within 8 weeks, or you're unhappy with our final response, you can ask the Legal Ombudsman to look into it. The Legal Ombudsman is independent of the firm and free to use.
Legal Ombudsman
Concerns about our conduct rather than our service
If your concern is about our professional conduct for example, honesty, or how we've treated you in relation to a protected characteristic such as age or disability rather than the quality of the service itself, you can also raise this with the Solicitors Regulation Authority (SRA).