LIBERAY LEGAL > COMPLAINTS POLICY
Our Terms
COMPLAINTS POLICY
At Liberay Legal we are committed to providing the highest level of service and client care to all our clients and we are confident that you will be happy with the service we provide. We constantly seek to improve our service and continuously monitor our service standards. In the unlikely event that you do have concerns or are unhappy with our service, please contact us so that we can discuss any issues you have and try and resolve them as quickly as possible.
HOW TO RAISE CONCERNS
Initially, please contact your file handler with your concerns. They will do their best to address your concerns and resolve any issues informally.
MAKING A FORMAL COMPLAINT
If you are not satisfied with the response from your file handler, or if you would prefer to escalate the matter directly, you may raise a formal complaint. Please set out your concerns in writing and address them to:
Amy Duxbury, Head of Compliance
E-mail: amy.duxbury@liberaylegal.co.uk
Please mark your correspondence clearly as a ‘Formal Complaint’ and include as much detail as possible about the issue you wish to raise.
WHAT HAPPENS NEXT?
- We will acknowledge receipt f your complaint within five working days.
- A full investigation into your complaint will be carried out.
- We aim to provide a final written response within twenty-one days of our acknowledgement.
If, for any reason, our investigation takes longer, we will keep you informed of its progress and the revised timescale.
IF YOU REMAIN DISSATISFIED
If you are not satisfied with our response to your complaint or if your complaint has not been resolved within eight weeks, you are entitled to refer your complaint to the Legal Ombudsman, who provides an independent and free service to resolve complaints about legal services.
Please be aware that there are time limits within which you can complain to the Legal Ombudsman. You must refer your complaint to the Legal Ombudsman within:
- one year of the date of the act or omission being complained about; or
- one year of the date when you should reasonably have known that there was cause for complaint.
You can contact the Legal Ombudsman using the following details:
Website: www.legalombudsman.org.uk
Phone: 0300 555 0333
Post:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
CONCERNS ABOUT PROFESSIONAL CONDUCT
If your concerns relate to our professional conduct or behaviour, the Solicitors Regulation Authority (SRA) can help you. 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 find further information or raise your concerns with the SRA directly using the following link: https://www.sra.org.uk/consumers/problems
