Complaints Proceedure

Our Complaints Handling Policey and Procedure

Our complaints policy

We are committed to providing a high quality service to all our clients and hope our relationship with you remains excellent. However, we do recognise that despite best endeavours occasionally problems do occur.  When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a complaint about our service or a bill that we have rendered or both, please contact us with the details.

The person to contact is J L Lezemore, and she can be reached at:

In writing: 9 Rhodes Avenue, Bishops Stortford, Herts CM23 3JN;

By email: advice@lezemoresolicitors.co.uk;

By phone: 01279 653011.

What will happen next?

1.      We will send you a letter acknowledging receipt of your complaint within 7 working days  of us receiving the complaint, enclosing a copy of this procedure.

2.      We will then investigate your complaint. This will normally involve passing your complaint to J L Lezemore who will review your file and speak to the member of staff who acted for you.

3.      J L Lezemore will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

4.      If you are still not satisfied, you can then contact the Legal Ombudsman at:

PO Box 6806, Wolverhampton, WV1 9WJ

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint

and

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.