At Liberay 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.
Initially, please contact your file handler with your concerns. If you are not satisfied with the response from your file handler, you will need to raise a formal complaint. All formal complaints should be in writing and be addressed to the Compliance Officer for Legal Practice, Rick Law, at rick.law@liberaylegal.co.uk
The letter should be clearly marked ‘Formal Complaint’ and it should outline the reason(s) for your complaint.
We will acknowledge receipt of your complaint within 5 days. Your complaint will then be fully investigated and responded to within 21 days.
If you are not satisfied with our response to your complaint, you can ask the Legal Ombudsman to consider the complaint. Please be aware that there are time limits within which you can complain to the Legal Ombudsman. The time limits for referring a complaint to the Legal Ombudsman will be no later than:
- one year from the date of the act or omission being complained about; or
- one year from the date when the complainant should have realised that there was cause for complaint.
Full details can be found at www.legalombudsman.org.uk. The postal address for the Legal Ombudsman is PO Box 6167, Slough, SL1 0EH.
Further, the Solicitors Regulation Authority 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 Solicitors Regulation Authority directly at www.sra.org.uk
