Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, please let us know immediately so that we can do our best to resolve the problem. We deal with all complaints promptly, fairly, and free of charge.

Our complaints procedure

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns, and we will do our best to resolve any issues at this stage. If you remain unsatisfied, please contact Richard Beckwith, Head of Legal Practice, who can be reached by phone on +44 203 1501 555, by email at info@linkilawsolicitors.com, or by writing to him at 16 Curzon Street, London, W1J 5HP. Making a complaint will not affect how we handle your case.

What will happen next?

• We will send you a letter acknowledging your complaint, and where necessary ask you to confirm or explain the details. You can expect to receive this within 3 working days of receiving your complaint.
• We will open a file for your complaint and record it in our central register within 2 working days of receiving your complaint.
• Richard Beckwith will then investigate your complaint, which will normally involve examining your file and (if he did not act for you personally) speaking with the person at the firm who acted for you. This will be completed within 21 working days.
• If you would like a meeting to discuss and resolve your complaint, we will arrange this within 3 working days of your request. Within 2 working days of the meeting, Richard Beckwith will write to you confirming any solutions agreed.
• If you do not want a meeting, or if it is not possible, Richard Beckwith will send you a detailed response to your complaint, including suggestions for resolving the matter.
• If you remain dissatisfied, we will arrange for another senior representative of the firm, unconnected with the complaint, to review the decision. This review will take place within 10 days.
• We will then write to you with our final position on your complaint within 8 weeks of receiving it, taking into account the review findings.

If you are still not satisfied

You may refer the matter to the Legal Ombudsman. They will look at your complaint independently, and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

You must normally refer your complaint to the Legal Ombudsman:

• within six months of our final written response, and
• no more than six years from the act/omission complained of, or
• no more than three years from when you should reasonably have known there was cause for complaint.

Legal Ombudsman contact details:

• Website: www.legalombudsman.org.uk
• Phone: 0300 555 0333 (Mon–Fri, 9am–5pm)
• Email: enquiries@legalombudsman.org.uk
• Post: PO Box 6806, Wolverhampton, WV1 9WJ

We will also provide you with details of an approved alternative dispute resolution body, although we are not obliged to agree to use their scheme.

Concerns about our professional conduct

The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour. For example, this may include issues such as dishonesty, losing your money, or treating you unfairly because of your age, disability, or other characteristic. Further information about raising concerns with the SRA is available at www.sra.org.uk.