At Lone Solicitors we aim to offer our clients a friendly and efficient service and trust that you will be satisfied with our efforts on your behalf. If you are unhappy about the work or any aspect of how our firm is acting for you then please contact us in the first instance, and we shall attempt in good faith to resolve the matter with our utmost importance.

In the unlikely event that we are unable to resolve your concerns you may pursue with a formal complaint, as detailed below.

Stage 1 – Formal Complaint

If you have a complaint, please provide the details to our compliance manager, Ms Saleena Lone by post.

What will happen next?

  1. We will send you a confirmation letter that acknowledges receipt of your complaint within 14 working days.
  2. The compliance manager will investigate your complaint by reviewing your file and speaking to the file handler.
  3. You may be invited to a meeting to discuss and hopefully resolve your complaint. If such a meeting takes place, you will receive a decision letter within 21 days after the meeting. Alternatively, you may receive a final decision letter (within 28 days of our initial acknowledgement letter) without a meeting where you and/or the compliance manager deems a meeting is not necessary or helpful. Please note that in instance where we require more time you shall receive a letter within 28 days of when we last have responded to you.

Stage 2 – Further Action

If you are not satisfied with our initial handling of your written complaint, you can ask the Legal Ombudsman to consider the complaint. Please note that your complaint must be brought forward to them within 6 months of the final letter received from us and within 6 years of when the act/ omission occurred. Although, in circumstance where you're outside this period and you were unaware that an act/ omission had occurred, you may still bring your complaint forward within 3 years of when you became reasonable aware of it.

The legal ombudsman contact details are below:

Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Address:

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ
Telephone: 0300 555 0333

Complaint can also be made to the Solicitors Regulation Authority (SRA), see the details below:

Website: www.sra.org.uk
Email: www.sra.org.uk/contactus
Address:

Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham

B1 1RN
Telephone: 0370 606 2555

Lone Solicitors are committed to continuous improvement and constructive handling of any complaints, taking reasonable steps to ensure that similar situations do not re-occur. Complaints shall be monitored to identify trends, areas of good practice and where improvements could be made.