Complaints Procedure - Scotland 

Leyton Legal (Scotland) LLP (“the Scotland 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.

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 Scottish Legal Complaints Commission (SLCC) at enquiries@scottishlegalcomplaints.org.uk to consider the complaint. The SLCC considers complaints about solicitors where an internal complaints procedure fails to provide a resolution. There are different time limits that apply depending on the nature of your complaint, therefore, we would direct you to: SLCC - Time limits to ensure you comply with them in time.

4. 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.