Unhappy?: ways to complain

 

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.

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 at this stage.

 

Lloyds PR Solicitors complaints policy

 

                How to make a complaint 

 

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Our contact details are:

 

Prasad Palihawadana (Complaints Partner)

Lloyds PR Solicitors

11 Station Road

Harlesden

London

NW10 4UJ

T: 020 8963 1050

E: info@lloydspr.com

 

What happens next ?

 

Our client care policy is one of the means by which Lloyds PR puts into effect its commitment to providing a good service to all its clients. Our aim is to ensure that the services we offer are recognised as being expert, accurate and appropriate. We will strive to ensure that our advice is cost effective and communicated in a manner that is appropriate for each client.

We will send you a letter acknowledging receipt of your complaint within five days of your raising your concerns, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally involve reviewing your file and speaking to the member of staff who acted for you.

Prasad Palihawadana will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

Within three days of the meeting, he 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, he will send you a detailed written reply to your complaint, including his 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 to explain why you remain unhappy with our response and we will review your comments.

Depending on the matter we may at this stage arrange for another partner to review the decision.

 

                Outcome

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.

Making a complaint will not affect how we handle your case.

 

The Solicitors Regulation Authority (SRA)

The SRA can help you 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.

You can raise your concerns with the SRA.

 

The legal Ombudsman

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. If you have, then you must take your complaint to the Legal Ombudsman:

 

i.  Within six months of receiving a final response to your complaint;

ii.  No more than six years from the date of act/omission; or

iii. No more than three years from when you should reasonably have known there was cause for complaint.

 

If you would like more information about the Legal Ombudsman, please contact them:

 

Visit: www.legalombudsman.org.uk

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

Email: enquiries@legalombudsman.org.uk

Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ