Complaints Procedure

Loch Law is committed to high quality legal advice and client care.

However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then please contact Joe Milner at [email protected] or by post to our Tunbridge Wells office. Making a complaint will not affect how we handle your case.

We will usually acknowledge a complaint within seven working days and aim to provide a comprehensive response within eight weeks. If that is not possible we will let you know when you will receive our full response, but in any event we will always aim to respond to a complaint within eight weeks of it first being made to us in accordance with the requirements of the Legal Ombudsman.

Complaints made under this complaints procedure may include those relating to our fees.

 

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response from us to your complaint

and

• No more than one year from the date of act or omission being complained about; or
• No more than one year from the date when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: [email protected]

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ6

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.  Our SRA Number is: 570732.