We are committed to providing a high-quality legal service to all our clients. When something goes wrong, you need you to tell me about it. This will help me to improve our standards.
If you have a complaint, please contact our office with the details of your complaint. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman within 12 months of receiving a final written response from One Law Solicitors about your complaint or within 12 months of the act or omission about which you are complaining occurring (or you becoming aware of it) .
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint.
- We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, we will write to you to confirm what took place and any solutions that we have agreed with you.
- If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact our tam again and we will review the decision.
- we will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasoning.
About your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman www.legalombudsman.org.uk.) within 12 months of receiving a final written response from One Law Solicitors about your complaint or within 12 months of the act or omission about which you are complaining occurring (or you becoming aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
If you are still not satisfied, you can then contact the
Legal Ombudsman,
PO Box 6806
Wolverhampton
WV1 9WJ
Burton-on -Trent
DE14 1JE
One Law is the trading name of One Law Consultancy Ltd which is a limited company registered in England and Wales – Company Number 13980384) and is authorised and regulated by the Solicitors Regulation Authority – SRA No. 8001044.