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COMPLAINTS PROCEDURE

LGFL Ltd complaints procedure.

We are confident that we will provide a high level of service, however if you have any queries regarding the handling or conduct of your matter, we will ensure that we respond promptly to any complaint and take any such complaint seriously.

Complaints are governed by Part 3 of the Solicitors Act 1974.

LGFL is committed to providing the highest level of service and if you have any queries, please address the issue firstly to your initial point of contact. In the event that you do not feel your Director has dealt with your issues to your satisfaction, please contact Rita Gupta, the Complaints Partner as referred to in your initial client care letter.

Rita Gupta will consider your complaint and carry out an investigation and provide a response within 10 business days. If it is going to take longer, we will advise you of that timetable. Following investigation by the supervising partner and you remain dissatisfied, then your complaint may be referred to the Legal Ombudsman. The Legal Ombudsman expect complaints to be made to them within 6 years of the date of the act or omission about which you are concerned or 3 years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last 6 months. The Legal Ombudsman contact details are as follows:

• Telephone – 0300 555 0333
• Email – enquiries@legalombudsman.org.uk
• Address – Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ