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 email us at info@linkilawsolicitors.com, or write to us 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 then investigate your complaint, which will normally involve examining your file and 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 endeavour to arrange this within 3 working days of your request. Within 2 working days of the meeting, we will write to you confirming any solutions agreed.
• If you do not want a meeting, or if it is not possible, we 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 receiving our final response to your complaint, and
• no more than one year from the date of act/omission you are complaining about, or
• no more than one year from when you should reasonably have known there was cause for complaint.

Legal Ombudsman contact details:

• Website: www.legalombudsman.org.uk/make-a-complaint
• Phone: 0300 555 0333 (Mon–Fri, 9am–5pm)
• Email: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman PO Box 6167 Slough SL1 0EH

We may 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.

Concerns about Data Protection  

If you wish to make a complaint about the way we have handled your personal data, this should be made separately from any complaint about our legal services. 

You can raise a data protection complaint by contacting us at info@linkilawsolicitors.com or by writing to us at 16 Curzon Street, London, W1J 5HP. 

To help us deal with your complaint efficiently, please include your full name, contact details, and a clear description of your concern.  

Your data protection complaint will be acknowledged within 30 days of receiving it and we will take steps to address your concerns as promptly as possible and without any undue delay.  

 Escalation to ICO 

We hope to resolve any data protection concerns you raise directly with us. Please note that before escalating to the Information Commissioner’s Office (ICO), you must first contact us and allow us the opportunity to address your complaint. If, having received our response, you remain dissatisfied, you then have the right to refer the matter to the ICO. 

The ICO’s contact details are:  

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. 

Helpline: 0303 123 1113        Website: www.ico.org.uk