Complaints Procedure

Informal Resolution

In the first instance, please contact the individual handling your case to discuss your concerns. We will do our very best to resolve any issues informally. If you are not satisfied with the response or resolution offered, you are entitled to make a formal complaint. Please review our full complaints procedure before proceeding with a formal complaint. Rest assured, making a complaint will not affect the way we handle your case.

What to Do If We Cannot Resolve Your Complaint

If we are unable to resolve your complaint to your satisfaction, you have the right to escalate your concerns. The Legal Ombudsman can review your complaint independently. Please note that before accepting a complaint for investigation, the Legal Ombudsman will first confirm that you have attempted to resolve your complaint directly with us.

To refer your complaint to the Legal Ombudsman, please ensure that:

• You do so within six months of receiving our final response.
• Your complaint is made no later than six years from the date of the act or omission in question, or within three years from when you reasonably should have known there was cause for complaint.

Legal Ombudsman Contact Details:

• Website: www.legalombudsman.org.uk
• Telephone: 0300 555 0333 (for international callers: +44 121 245 3050)
• Email: enquiries@legalombudsman.org.uk
• Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

What to Do If You Are Unhappy with Our Behaviour

If your concerns relate to issues such as dishonesty, mismanagement of funds, or unfair treatment, you may also wish to raise your concerns with the Solicitors Regulation Authority. Their website provides guidance on how you can submit your concerns.

Our Internal Complaints Procedure

Step 1: Raising Your Complaint

If you are dissatisfied with the service provided by the person handling your case, please contact that individual directly to discuss your concerns. If you are not satisfied with their response, you may then refer your complaint to their supervising partner or manager. The name and contact details of the supervising partner or manager are provided in your initial correspondence. Alternatively, you may contact our office on 03301271950 to obtain this information.

Step 2: Investigation by Supervising Partner/Manager

Once your complaint has been received, the supervising partner or manager will review your concerns and carry out an investigation. We aim to provide a proposed solution within ten business days. If your complaint is complex and additional time is required, we will contact you within ten business days to advise on the expected timescale for a full response.

Step 3: Escalation to Senior Management

If you remain dissatisfied after the supervising partner or manager’s investigation, you may escalate your complaint to the Managing Director.

Please send your concerns via email to info@locksleylaw.co.uk or by post to:

Locksley Law Solicitors
2a Egerton

Crescent
Manchester, United Kingdom

M20 4PN

If you have difficulty submitting your complaint in writing, please call our office on 03301271950, and we will assist you promptly.

Step 4: Referral to the Legal Ombudsman

If you are still not satisfied with the final response from our Managing Director, you have the right to refer your complaint to the Legal Ombudsman. Please ensure that your complaint meets their criteria as outlined above.

This procedure is designed to ensure that your concerns are taken seriously and addressed as quickly as possible. We value your feedback as it provides us with an opportunity to continually improve our service.

For further guidance on your rights or the complaints process, please do not hesitate to contact us at info@locksleylaw.co.uk or call 03301271950.