Legal Notice/How to Complain

Our Complaints Procedure

A complaint can be anything that makes a client unhappy with the services provided by our practice.

This Complaints Handling Procedure tells you how we will deal with your complaint and how long it is likely to take. It also provides important information about what you can do if you are not happy with the way in which we are dealing with your complaint, or about our final decision. Our Complaints Policy contains further information about what you can expect from us when you make a complaint.

Designated Complaints Handler

If you have any concerns about our service, our work, or our charges, you should discuss these first with the individual who has day-to-day control of your matter.

If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our Designated Complaints Handler, Stephen Ogden where your complaint will be dealt with free of charge.

You can write to –

Laker Legal Solicitors Limited

2, Sir Thomas Storey House,

West Road 

Lancaster

LA1 5PE

Or send an Email to stephen.ogden@lakerlegal.co.uk or call 01524 753040

Step One: Acknowledging your Complaint

Within 15 working days of receiving your complaint, your complaint will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Within 15 working days we will also send you a letter acknowledging your complaint.

Step Two: Investigating your Complaint

Within 20 working days of receiving your complaint, we will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint. Examples of what we might say in this letter are as follows:

  • If your complaint is straightforward we might make suggestions as to how we can put things right or we may offer you some form of redress;
  • If your complaint is more complicated we might ask you to confirm, explain or clarify any issues;
  • We may ask to meet with you to discuss things face-to-face and we would hope to be in a position to meet with you no longer than 20 working days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write to you fully setting out our views on the situation and making suggestions as to how we can put things right, or asking you to confirm, explain or clarify any issues. Within 5 working days of any meeting, we will write to you again to confirm what took place and to confirm any offer of redress that we have made.

Whichever form our investigation takes, we will aim to give you our final decision within eight weeks of receiving your complaint (or sooner if possible).

Step Three: Appealing against our Final Decision

If you are not satisfied with our final decision, please let us know within 10 working days and we will review our decision again. We will let you know the result of any appeal within 10 working days of receiving your appeal.

Step Four: The Legal Ombudsman

If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint provided you do so within six months of the end of our Internal Complaints Handling Procedure

and

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time which can be accessed at:

www.legalombudsman.org.uk

or by contacting the Legal Ombudsman using the contact details provided below and may only be extended by the Legal Ombudsman in exceptional circumstances.

Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our internal Complaints Handling procedure, but you will be able to contact the Legal Ombudsman if:

  • The complaint has not been resolved to your satisfaction within eight weeks of first making the compliant to us; or
  • The Legal Ombudsman decides that there are exceptional reasons why the Legal Ombudsman should consider your complaint sooner, or without you having to use our internal Complaints Handling Procedure first; or
  • The Legal Ombudsman considers that your complaint cannot be resolved using our internal Complaints Handling Procedure because the relationship between you and us has broken down irretrievably.

If you wish to make a complaint to the Legal Ombudsman you must be one of the following:

  • An individual;
  • A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);
  • A charity with an annual income less than £1 million;
  • A club, association or society with an annual income less than £1 million;
  • A trustee of a trust with a net asset value less than £1 million; or
  • A personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.

Legal Ombudsman Contact Details

Address:            Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Telephone:         0300 555 0333

Email:                  enquiries@legalombudsman.org.uk

Website:             www.legalombudsman.org.uk

Even if we resolve your complaint satisfactorily, you still have the right to contact the LEO within a certain period of time, if you so wish.

Request a callback

    This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. By submitting this form you agree to our privacy policy.

    Testimonials

    What our clients say...

    Best conveyancing experience ever. After two supposedly good law firms failed to even do the basics post instruction, for nearly 8 weeks, Jess at Laker Legal took on the difficult challenge of overseeing my purchase and completion in record time. Always proactive, very knowledgeable of her subject and extremely good communicator. I never had to chase the firm for anything. They always answered my calls efficiently. I can't praise them enough. What a wonderful experience.

    I recommend Jess and would be very happy to use her again in the future.

    Mrs A, Lancaster.

    Thank you so much Richard, you have been so kind and patient with me when I have been at about the lowest point of my life after losing my wife, I can never thank you enough. I will also let my family know my wishes that Laker Legal Solicitors deal with my estate when that time comes.

    Mr Y, Addington, Kent.

    I can highly recommend John Hirst at Laker Legal solicitors in Lancaster. He was superb from start to finish dealing with a very complex child arrangements case for me. A really decent guy and an excellent family law solicitor who genuinely cares about his clients. John was fully up to speed with my case at all times and we got the outcome we wanted.

    Mr B, Kendal

    A devastating event brought us to call on Laker Legal. We were put in touch with Mr John Hirst, and from the first moment we spoke to him we knew everything was going to be ok. Mr John Hirst, was always on the end of the Phone or Email, Kept in touch with us 100% of the time, and the support we received took so much pain off our family. All i can say is Thank you so much for everything you did for us.

    Ms P - Maidstone

    Jessica Blacow from Laker Legal Solicitors Lancaster pulled out every stop truly amazing lady / firm nothing was to much trouble I honestly felt like they was my friends not just a firm that wanted your money but a solicitor firm that cared with compassion I will use Laker Legal Solicitors Lancaster for all my needs in the future.

    Mr T, Lancaster

    I am very pleased with Laker Legal firm, my Solicitor John Hirst, was extremely helpful throughout the drawing of my prenuptial agreement. A very professional and knowledgeable approach yet warm,and friendly enough to feel comfortable with in a situation that can be quite uncanny to discuss or uneasy as per say. Thankyou again!

    Mrs V – London

    I used the services of Jess and the team at Laker Legal as a first time buyer looking for properties to buy, near and around Bath.

    Jess was fantastic, in her communication during the process as well as her knowledge and ability during the conveyancing process. She helped me make informed decisions and ultimately find and purchase a wonderful home near Bath. Jess is adept at spotting potential issues during a purchase that I believe others may not.

    She clearly excels at her craft and you will be in safe hands should you use her services too.

    Bath.

    A big ‘thank you’ Richard from Steve and myself. Your time and attention you gave to both of us was remarkable. I’ve had dealings with many solicitors over the years, but have never received this level of service as you gave.

    Mrs R – West Malling, Kent

    Thank you for all your help and support over the last 12 months. You and the team at Laker Legal have been fantastic.
    Sarah was lovely and really supportive yesterday.

    Ms. W of Leyland

    Our Team

    With over 100 years of experience in legal practice we are the solicitors for you.

    Legal Services You Can Trust