Complaints Procedure

At localsolicitors.com, we are committed to providing the best possible service to all our clients. We hope everything goes smoothly whilst using our website and interacting with solicitors, but if something does go wrong we have the following complaints procedure in place. In all circumstances we will aim to resolve any issues you may have as quickly and efficiently as possible.

Complaints about a solicitor

If you would like to make a complaint about the service received by one of the solicitors advertised on our website, these should be raised directly with the firm of solicitors involved. Each firm of solicitors will have their own terms, privacy policy and complaints handling procedure. Any such complaints will therefore be dealt with under the solicitor’s own complaints handling procedures, and not through us. This will ensure your complaint is handled as quickly as possible. If any such complaints are received by us, they will be passed on to the solicitor that the complaint refers to. If you are not satisfiedl with your solicitor’s response to your complaint, the matter should then be referred to the Legal Ombudsman.

Complaints about the service received from our website

Formal complaints about our service will be handled in the following way:

  • We will send a written or electronic acknowledgement of any complaint received within five business days of receipt of any such complaint, providing details of the person handling the complaint, together with a copy of our internal complaints handling procedure.
  • Within four weeks of receiving the complaint we will either send the complainant a final response or a holding response, explaining why it has not been possible to deal with the complaint within four weeks, and indicate when further contact will be made, which will be within 8 weeks of the original complaint.
  • If a final response cannot still be provided within this eight week timescale then the complainant will be informed of this and the reasons why, and advised of their right to make a complaint to the Claims Management Regulator

We reserve the right to decline to consider any complaint raised more than six months after the complainant became aware of the cause of the complaint.

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