Complaints Policy

We here at Linkilaw Solicitors take our clients’ needs, feedback and experiences very seriously. We understand that each individual case and issue is important to our clients, and we are devoted to ensuring that our services are appropriate and adequate.

Complaints Policy -

If you are not satisfied with the service you have received from us, or with any bills, please let us know. Contact the person you have been working with, whether it is a Legal Project Manager, or a Solicitor and explain your concerns and reason for your dissatisfaction.

We will try to do our best to resolve these issues and ensure that you have positive experience with us.

If you are unable to get in touch with the person you have been dealing with, or would like to raise a formal written complaint, our CEO Zhanna Zenina deals with client care and complaints within the practice. Her contact details are

If a formal complaint is raised, our CEO will acknowledge receipt of the complaint within 5 working days. A review of facts would then take place, where you will receive a full written response within 21 working days addressing any appropriate solutions.

If you wish to raise a complaint with the Legal Ombudsman, you have to do so within 6 months of receiving a final written response from us, and within 6 years of the act or omission which you are complaining about occurred. Alternatively, if you are raising a complaint outside of these periods, within 3 years from when you should have reasonably been aware of the act or omission.

Please note that the Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, e.g. charities or clubs with an annual income of more than £1 million, trustees of trusts with asset value of more than £1 million and most businesses (unless they are defined as micro‐enterprises). However, this does not prevent you from making a complaint directly to us about the service you have received or about the bill.

Additionally, if you are concerned with the conduct or behaviour of a solicitor or the firm, please refer to the SRA’s page.

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