Complaints Handling

Handling of Complaints

This firm is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received we would recommend that you first contact the person handling your claim in order to raise any concerns with them. It is expected that all of our caseworkers will attempt to resolve any issues. If however you remain dissatisfied then, please contact Lisa Lunt,, who is the Complaints Partner at this firm, at llunt@gadlegal.co.uk or by post to our Penny Lane office (123 Penny Lane, Liverpool, L18 1DF). We have a procedure in place which details how we handle complaints which is available on request.

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.

We have eight weeks to consider your complaint. If we have not addressed it within this time, you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

The Legal Ombudsman can help you if you are not happy with your Solicitor’s work or service.

You should also be aware that, when your complaint relates to a bill, the Legal Ombudsman will not consider your complaint while your bill is being assessed by a court. A complainant to the Legal Ombudsman must be one of the following:

  1. An individual;
  2. A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003
    (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);
  3. A charity with an annual income less than £1 million;
  4. A club, association or society with an annual income less than £1 million;
  5. A trustee of a trust with a net asset value less than £1 million; or a personal representative; or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

Legal Ombudsman Contact Details:

Address: PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

You should complain to the Solicitors Regulation Authority (SRA) if you think that your solicitor might be dishonest or you have concerns about their behaviour. Most of the time complaints about solicitors are about poor service and should be sent to the Legal Ombudsman. However, you should report a matter directly to the SRA if you think a firm or anyone regulated by the SRA has breached an SRA Principle/Code of Conduct. Examples would include:

  • Communication - shutting down their law firm without telling you
  • Money - taking or losing your money
  • Work/Advice - Dishonesty or deliberately overcharging you
  • Behaviour - Treating you unfairly because of your age, a disability or other characteristics.

For more information on how to report a Solicitor or the firm to the SRA their contact details are:

Website: www.sra.org.uk

Telephone: 0370 606 2555

Email: contactcentre@sra.org.uk

The firm is committed to ensuring that all Partners, Directors, Consultants and Employees give their full co-operation to the Legal Ombudsman and the Solicitors Regulation Authority in the event of any dispute or complaint against the firm.

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