We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided to you then you should inform us immediately so that we can do our best to resolve the problem for you.
In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you feel that you would like to make a formal complaint then you can access our full complaints procedure under Complaints Handling headline below.
How to make a formal complaint
If you would like to make a formal complaint then you can contact our Client Care Partner, Emma Parkinson using any of the following methods:
Address: KLS Law, 850 Ibis Court, Lakeside Drive, Centre Court, Warrington, WA1 1RL
Email:emma.parkinson@klslaw.co.uk
Contact Number: 01925 428 198
Our complaints procedure must be accessible by all and therefore, if you are unable to detail your complaint in writing or need some assistance in doing so, please contact Emma Parkinson on 01925 428198 to discuss alternative ways of communicating with us
What happens if I don’t agree with your views on the complaint?
If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman.
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 to your complaint and
- No more than six years from the date of act/omission or
- No more than three years from when you should reasonably have known there was cause for complaint
If you would like more information about the Legal Ombudsman please contact them.
Legal Ombudsman’s Contact Details:
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333 between 9am to 5pm
Complaints Handling
We are committed to providing a high standard of service and treating our customers fairly. We understand that we may not always get it right, and we take complaints very seriously.
How do you make a complaint?
You can make your complaint in writing or by speaking to the person you have been dealing with, their manager, or our Client Care Partner, Emma Parkinson.
To help us make sure we have understood your complaint, please provide us with the following information:
- Your full name, contact details, and any reference number you may have
- What you think we have done wrong
- What you think we should do to put things right
How do we deal with your complaint?
We will acknowledge your complaint within 3 working days of receiving it enclosing a copy of our Complaints Procedure.
Your complaint will then be investigated by a senior official of the firm who is not directly or indirectly the subject matter of the complaint and we will not charge you for this work.
In order to reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.
We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.
We will keep you updated as to the progress of your complaint and the steps being taken to resolve it.
We will aim to provide you with our conclusion within 21 working days the date of receiving your complaint. Should we need to change these timescales, we will let you know and explain why.
Providing our final response
Once we have completed our investigation, we will write to you with the results of our investigation and explain our conclusion.
If you are dissatisfied with our response, you can ask us to review our decision. You will need to let us know any aspects of our response with which you are not satisfied and provide any further comments or documents you wish us to consider. You complaint will then be reviewed by either another Partner or our consultant Gareth Williams within 21 days of your request to review.
Further Advice
If we have been unable to settle your complaint using our internal complaints process, you have the right to complain to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007 that deals with legal services complaints for complaints about the service we have provided to you or to our Regulator, the Solicitor’s Regulation Authority (SRA) where you have concerns about our behaviour, for example, if you consider that we have been dishonest, deliberately overcharged you, taken or lost your money or treated you unfairly because of your age, disability or other characteristic.
Complaints about our Service:
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. You have six months from the date of our final letter in which to complain to the Legal Ombudsman.
The Legal Ombudsman can be contacted at:
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Complaints about our Behaviour::
The SRA can investigate complaints about our behaviour.
The SRA can be contacted at:
Address:The SRA, 199 Wharfside Street, Birmingham, B1 1RN
Guidance on making a complaint to the SRA can be found at: report@sra.org.uk
Or by telephoning the SRA’s Contact Centre on 0370 606 2555 or by email contactcentre@sra.org.uk
Alternative complaints bodies such as ProMediate also exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
