Are you unhappy with the service you are receiving?
If so, this may be remedied in a number of ways:
1. Contact your solicitor immediately
Don't wait weeks/months before following the problem up. Let your solicitor know you are unhappy. If s/he does not take or return your telephone calls, write to them, ensuring you keep a copy of the letter (photocopies are available at reasonable costs from Post Offices and some local shops). If you do not get a satisfactory response within, say, 7-10 working days, then go to step 2.
2. Law Society Practice Rule 15
All solicitors' practices work to something known widely as 'Rule 15', which is centred around client care. Part of Rule 15 deals with the way practices handle complaints and there will be a complaints procedure that you can ask for. There is also be someone with responsibility for client care issues in each practice. Phone and ask for that person's name, then write to them direct; again, keep a copy of your letter. They will then take you through the Complaints Procedure to reach a conclusion.
If you are still unable to obtain a satisfactory response to your requests, or you are dealing with a solicitor who works on his or her own and you have told them you are unhappy but this has not been acted upon, go to step 3.
3. Legal Complaints Service
The LCS deals with complaints about poor service by solicitors and with applications for checking to see whether your solicitor’s bill is fair and reasonable.
Victoria Court
8 Dormer Place
Leamington Spa
Warwickshire CV32 5AE
Tel: 0845 608 6565
Website: www.legalcomplaints.org.uk/home.page
E-mail: enquiries@legalcomplaints.org.uk
