Our Complaints Handling Process
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you feel that you would like to make a formal complaint then you can access our full complaints procedure click here.
How to make a formal complaint
If you would like to make a formal complaint then you can contact our Client Care Partner, Emma Parkinson using any of the following methods:
|Address||KLS Law, 850 Ibis Court, Lakeside Drive, Centre Court, Warrington, WA1 1RL|
|Telephone||01925 428 198|
Our complaints procedure must be accessible by all and therefore, if you are unable to detail your complaint in writing or need some assistance in doing so, please contact Emma Parkinson on 01925 428198 to discuss alternative ways of communicating with us.
If we have been unable to settle your complaint using our internal complaints process, you have the right to complain to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007 that deals with legal services complaints for complaints about the service we have provided to you or to our Regulator, the Solicitor’s Regulation Authority (SRA) where you have concerns about our behaviour, for example, if you consider that we have been dishonest, deliberately overcharged you, taken or lost your money or treated you unfairly because of your age, disability or other characteristic.
Complaints about our Service:
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. You have six months from the date of our final letter in which to complain to the Legal Ombudsman.
The Legal Ombudsman can be contacted at:
|Address||The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ|
|Telephone||0300 555 0333|
Complaints about our Behaviour:
The SRA can investigate complaints about our behaviour.
The SRA can be contacted at:
|Address||The SRA, 199 Wharfside Street, Birmingham, B1 1RN|
|Telephone||0370 606 2555|
Alternative complaints bodies such as ProMediate also exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
Legal Ombudsman’s Contact Details:
|Address||Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ|
|Telephone||0300 555 0333 between 9am to 5pm|