Complaints Procedure

 

We want to know if you are dissatisfied please mention it first to the person looking after the matter.  At Legalex Solicitors we aim to offer to all our clients an efficient and effective service.  However, should there be an aspect of our service with which you are unhappy, please advise us if you feel you are not receiving the service you hoped for.  We will thoroughly try to resolve any concerns you may have and endeavour to look into it without delay.

 

If the difficulty is not resolved please discuss your problem with the Firms Compliance Officer and Manager, Mr Bilal Hassan, who can be emailed on bh@legalex-solicitors.co.uk. The person handling your case and their supervisor or manager will carry out an investigation into your complaint and provide you with a response within 15 business days.  If the matter is complex and it takes longer to deal with your complaint, they will let you know as soon as possible and give you an approximate timescale of when you can expect a response.  They may suggest a telephone call or meeting to discuss matters.  If you have a preference for how they communicate their response to you please let them know. It will help if you put your complaint in writing also keeping a copy for yourself, explaining what action you would like the firm to take.  The Compliance Officer will confirm in writing as to what corrective actions, if any, or measures will be taken at no extra cost to you.

 

If you are still not satisfied, you can get help from the Legal Ombudsman on 0300 555 0333 who can explain how to complain to them and advise you whether you have grounds to complain. You can visit the website for further information: www.legalombudsman.org.uk