Our Complaints Handling Policy

While we endeavour to provide a first class service to all our clients we recognise that from time to time things will happen that may give you cause for concern. In the first instance please speak to the person who is dealing with your matter as they are likely to be able to resolve your concerns.

If you consider the matter to be too serious for this or wish to raise a complaint please email our Compliance Officer (compliance@lawtogether.co.uk) who will review the matter and provide our response. You can access a copy of our Complaints Procedure here.

If we are unable to settle any complaint using our internal complaints process, you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.

From 1 April 2023 the Legal Ombudsman’s rules say that your complaint must be taken to them:

• Within six months of receiving a final response to your complaint and
• No more than one year from the date of act/omission; or
• No more than one year from when you should have realised that there was cause for complaint.

You can contact the Legal Ombudsman by:

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Website: https://www.legalombudsman.org.uk/

Alternative complaints bodies (such as Ombudsman Services, ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services.

You may also consider using the Online Dispute Resolution platform (http://ec.europa.eu/odr). However, we do not agree to use these schemes and will continue to use the Legal Ombudsman to resolve complaints that we cannot resolve directly.