Complaints policy

Our aim

We are committed to providing a high-quality legal service to all our clients. However, if you are dissatisfied with any aspect of the service you receive, complaint handling procedures are in place to manage your concerns. We aim to deal with any complaints promptly, fairly, openly and effectively.

We inform clients in writing at the outset of their matter of their right to complain and how complaints can be made.

It is the policy of the firm that:

  • every complaint made by a client is reported and recorded centrally
  • every complaint received is responded to appropriately
  • the cause of the problem is identified
  • appropriate redress is offered, and
  • unsatisfactory procedures are corrected.

How to complain

If you have a complaint, please contact us with details of your complaint by letter, email or telephone. On receipt of your complaint, we will write to you setting out our complaints handling procedure, outlining the relevant stages and timescales.

A copy of our full written Complaints Policy and Procedure is available on request.

 

Legal Ombudsman

Should you remain dissatisfied at the conclusion of your complaint, you can refer your complaint to the Legal Ombudsman. This is an independent body set up under the Legal Services Act 2007 to investigate complaints about the legal service you have received from us.

The Legal Ombudsman will only investigate your complaint if you have first complained to us. Any referral to the Legal Ombudsman must then be made as follows:

  • Within six months of receiving a final response to your complaint
  • Within six years of the incident giving rise to your complaint
  • Within three years of when you reasonably should have known you had a complaint

Contact details for the Legal Ombudsman are as follows:

PO Box 6806, Wolverhampton, WV1 9WJ

Tel: 0300 555 0333

e-mail: enquires@legalombudsman.org.uk

 

Solicitors Regulation Authority

UK International Lawyers Limited is regulated by The Solicitors Regulation Authority (SRA). The SRA could help you if you are concerned about our behaviour.