Client care and complaints
At Lustitia Law we always aim to provide the best possible service to our clients and are committed to high quality legal advice and client care and, in order to do this, we need to know from you if you at any point feel dissatisfied. Should you have any occasion to feel unhappy or concerned about any of our services provided, or about the bill rendered, please let us know straight away and we will discuss this with you.
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. If you would like to make a formal complaint, this procedure is set out below. Making a complaint will not affect how we handle your case.
Should you wish to make a formal complaint, Rashida Khan is the person who deals with these matters who will be prepared to meet with you to discuss your complaint. Making a complaint will not affect how we handle your case.
If you have not already done so, we ask our clients who are raising a complaint to let us know the full nature of the issues of concerns they wish to raise.
Our Complaints Handling Procedure
- We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
- We will investigate your complaint. This will normally involve passing your complaint to Rashida Khan, who will review your matter file and speak to the member of staff who acted for you. If the complaint is about Rashida Khan, then your complaint will be passed on to an Independent Solicitor.
- You will then be invited to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter.
- Within 5 days of that meeting we will write to you to confirm what took place and any solutions agreed with you.
- If you do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for an independent external Solicitor not connected to the firm to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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. We have eight weeks to consider your complaint. If we have not resolved it within this time, or if you are not happy with our handling of your complaint, you may complain to the Legal Ombudsman.
The Legal Ombudsman will expect you to have given us a chance to resolve your complaint before it will get involved. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us and within six years from the date of the act or omission about which you are complaining, or three years from the date you should reasonably have known there were grounds for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority (SRA) can help you if you are concerned about our solicitor’s 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. You can find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.