Complaints Handling Process

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.

Further Advice

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