Complaints Procedure - England & Wales

Leyton UK Partners LLP (“the UK LLP”) is committed to providing high quality legal advice and client care. We hope that all our clients will be very happy with our service. If, however, you are unhappy about any aspect of the service you have received, or about your bill, you should contact the solicitor dealing with your matter in the first instance. Your solicitor will do their best to resolve the matter with you. If the matter is not resolved at this stage, you should contact their supervisor, as detailed in your Engagement Letter. The matter will be dealt with in accordance with the LLP’s complaints procedure.

The LLP’s complaints procedure is detailed below. All complaints are handled promptly, fairly and effectively in accordance with it and making a complaint will  not affect how we handle your matter.

  1. Clients can make a complaint in person, by telephone or in writing (letter or email). It would be useful if the following information was provided in order that the complaint can be dealt with as promptly and efficiently as possible:-

  • The nature of the complaint;

  • The facts and events relating to the complaint;

  • What you would like to happen to resolve your complaint;

  • Your preferred contact details.

2. Once a complaint is made, you will be contacted in writing and told how the complaint will be handled, and the timescales within which you will be given an initial and/or full response, as follows:-

  • The complaint will be acknowledged within three working days;

  • An investigation and review of your file and any information you have provided will take place. This may involve speaking with you to clarify details.

  • You may be contacted at any stage of the investigation to discuss matters and/or to discuss a resolution to your concerns.

  • After the investigation an outcome will be provided to you in writing, to include a suggested or agreed resolution where appropriate. We aim to provide an outcome to you within 21 days of your original complaint, however this will not be possible in all cases. In these circumstances you will be provided with regular updates and given realistic timescales.

3. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman at www.legalombudsman.org.uk/ to consider the complaint. The Legal Ombudsman considers complaints about solicitors where an internal complaints procedure fails to provide a resolution. However, it does not accept complaints from businesses unless they are ‘micro-enterprises’, charities, clubs, associations and trusts. If you are unsure about whether you are a micro-enterprise please let us know. 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 eight weeks after submitting your claim to us should you not have received a final response, 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).

4. 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.

5. You may have a right, if you object to your bill, to apply to the Courts for an assessment of it under Part III of the Solicitors Act 1974. You have an unconditional right to apply for a detailed assessment within one month of the date of the invoice. Between one month and a year a Court can impose restrictions on the assessment. After a year from the date of the invoice you will, in most circumstances, lose the right to a detailed assessment.

6. If you are a consumer, we recognise that Alternative Dispute Resolution Regulations have implemented ADR/EDR Directive 2013/11/EU to promote alternative dispute resolution as a means of redress for consumers in relation to unsatisfactory services.  We have however chosen not to adopt an ADR process, and if you have any concerns about the services you receive from this firm you should contact the firm’s Client Relations Manager by emailing client@leyton.com.