If you are dissatisfied with our service or have any other concerns and would like to discuss this with us, our complaints procedure is as follows:
Complaints by clients
1. If you wish to raise an issue, please contact the partner identified in your engagement letter in the first instance. You may also contact us by phone on 0207 228 2020 (Chelsea office) or 0207 095 0930 (Knightsbridge office), email email@example.com or post to [insert address].
2. We will work with you to try to resolve your complaint informally. If we are unable to resolve the issue, you may request that we start our formal complaint procedure by notifying the partner on your matter that you wish to do so or by email at firstname.lastname@example.org
3. When you issue a formal complaint, please provide as much information as possible including:
a. your full name and contact details;
b. details of why you consider that we failed to provide an appropriate service;
c. the partner identified in your engagement letter; and
d. your desired outcome of the complaint.
4. When we receive your formal complaint, we will:
a. confirm receipt in writing as soon as possible. We will identify the person who will be investigating the complaint and the likely timescale of our response. Your complaint will be investigated by a person in the firm who has not been involved in the matter that you are complaining about;
b. investigate your complaint and the circumstances giving rise to it as promptly as possible. If appropriate, you may be contacted and/or invited to attend a meeting to discuss the issue and try to reach a resolution; and
c. write to you after carrying out our investigation of the matter to confirm our response to your complaint. We aim to respond to all complaints within 8 weeks but we will keep you informed if we are not going to be able to meet that timescale.
5. If you are dissatisfied with our response, you can ask for the response to be reviewed by Leon Kaye, Senior Partner of Leon Kaye Solicitors. You may contact Leon Kaye by phone on 0207 228 2020 (Chelsea office) or 0207 095 0930 (Knightsbridge office), by email email@example.com or by post DX 161360 Chelsea 4.
6. At the end of our investigation, we will also inform you if you have a right to complain to the Legal Ombudsman or the Solicitors Regulation Authority (SRA).
a. The Legal Ombudsman is an independent, consumer focused ombudsman scheme set up to resolve service related complaints about lawyers in England and Wales. It provides a free complaints resolution service to members of the public, very small businesses, charities and trusts. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. A complaint to the Legal Ombudsman must normally be made 6 months from the date of conclusion from our complaints investigation and no more than 6 years from the date of the alleged act or omission; or no more than 3 years from when you should reasonably have known there was cause for complaint.
For more information on the Legal Ombudsman, visit www.legalombudsman.org.uk or contact by phone on 0300 555 0333, by email at firstname.lastname@example.org or by post to The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
b. If your complaint relates to our firm’s, employees or partners’ professional conduct or a breach of SRA rules, you can complain to the SRA. For more information on the SRA, visit https://www.sra.org.uk/consumers or contact by phone on 0370 606 2555, by email at email@example.com or by post to Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.
7. We will not charge you for handling your complaint.
8. If you are not a client but believe you have grounds to make a complaint, please contact Leon Kaye by phone 0207 228 2020 (Chelsea office) or 0207 095 0930 (Knightsbridge office), by email firstname.lastname@example.org or by post DX 161360 Chelsea 4 . We will treat your complaint fairly, free of charge and respond within a reasonable timeframe.
9. This policy is issued in compliance with the SRA’s Standards and Regulations 2019.