Complaints
policy

1. Our promise

When you complain, we will:

• acknowledge your message within three working days;
• aim to send a written reply within four weeks; and
• always give you a final written response within eight weeks of first receiving your complaint.

If we have not resolved matters to your satisfaction, or eight weeks have passed, you may be able to refer your complaint to the Legal Ombudsman (see section 5). Concerns about professional conduct, such as dishonesty or practising without proper authorisation, should be raised with the Solicitors Regulation Authority (SRA).

2. How to complain

Please email your complaint to support@lawyerlink.co and include:

• your name, business name and preferred contact details;
• what the advice or service was about; and
• what went wrong and how you would like us to put it right.

3. What happens next

1. Acknowledgement: We will confirm receipt, give you a reference, and tell you who is handling your complaint.
2. Investigation: We will review the file, speak to those involved, and may ask you for more information.
3. Outcome: We will send you a written decision and any proposed remedy. If more time is needed, we will explain why and agree a new date with you. We will never take longer than eight weeks without your consent.

4. Internal review

If you disagree with our outcome, you may ask the CEO for an internal review within 14 days of our response. Please explain why you think the decision is wrong or incomplete. We will reply within 14 days. You do not need to use the internal review before going to the Legal Ombudsman.

5. Taking matters further

5.1 Legal Ombudsman (service complaints)

You may be entitled to refer your complaint to the Legal Ombudsman, who investigates service complaints about individual solicitors. The Ombudsman can only deal with complaints from individual consumers, micro-businesses, small charities and trusts, and certain other organisations.

You can refer your complaint once you have our final response or after eight weeks, whichever comes first. Referrals must be made within six months of our final response and within one year of the act or of becoming aware of it. For more details, visit: www.legalombudsman.org.uk.

5.2 Solicitors Regulation Authority (conduct complaints)

If your concern is about a solicitor’s professional conduct (for example, dishonesty or practising without proper authorisation), you can raise this directly with the SRA using their online form: www.sra.org.uk/consumers/problems/report-problem.

6. Regulatory and insurance notice

Lawyerly Ltd is not authorised or regulated by the Solicitors Regulation Authority (SRA).
Our solicitors are individually authorised and regulated by the SRA and hold current practising certificates.
As an unregulated business, Lawyerly Ltd is not required to hold professional indemnity insurance that meets the SRA’s Minimum Terms.

Clients of Lawyerly Ltd do not have access to the SRA Compensation Fund.

Any liability we owe to you is limited as set out in our Terms of Service.

7. Keeping you informed

We update this policy whenever the law or our business changes. The latest version is always available at www.lawyerlink.co/complaints-policy or on request.