IMPORTANT INFORMATION

Complaints Policy

 

At Lawyerlink, we want to provide a service that is clear, reliable, and commercially sensible. If something goes wrong, or if you are unhappy with any part of our service, we want to hear about it and we will deal with your concerns promptly, fairly, and respectfully.

This policy explains how to raise a complaint, what you can expect from us, and what further options may be available if the issue is not resolved.

We may update this policy from time to time, where reasonably necessary.

For any questions, contact us at support@lawyerlink.co.

 

You have the right to complain about our service at any time.

If you would like to make a complaint, please email us at support@lawyerlink.co.

To help us look into the issue properly, please include:

  • your name, business name, and preferred contact details;
  • what the advice or service related to;
  • what you think went wrong; and
  • what outcome you would like us to reach.

You do not need to use legal language or make your complaint in a formal way. A clear explanation in your own words is enough.

Once we receive your complaint, we will investigate it and keep you updated.

When you complain, we will:

  • acknowledge your complaint within 3 working days;
  • aim to send you a written response within 4 weeks; and
  • send you a final written response within 8 weeks of first receiving your complaint.

To investigate your complaint, we may review the relevant file, speak to the people involved, and ask you for more information if needed.

If you disagree with our outcome, you may ask for an internal review by the Legal Service Director within 14 days of our response. Please explain why you think the outcome is wrong or incomplete. We will aim to reply within 14 days.

You do not need to use the internal review process before approaching the Legal Ombudsman.

If you remain unhappy, there may be further options available to you.

If your complaint is about the service you received, you may be able to refer it to the Legal Ombudsman once you have received our final written response, or once 8 weeks have passed since you first made your complaint.

The Legal Ombudsman can look at complaints about service, including delay, communication, and the quality of the service provided.

A complaint will usually need to be referred within 6 months of the final written response, and ordinarily no later than 1 year from the act or omission complained of, or 1 year from when you should reasonably have known there was cause for complaint.

If your concern is about a solicitor’s conduct, rather than service quality, you may also be able to raise it with the Solicitors Regulation Authority (SRA). The SRA is generally concerned with issues such as dishonesty, misuse of money, practising without proper authorisation, or other serious breaches of its rules. Complaints about poor service are usually matters for the Legal Ombudsman instead.

Legal Ombudsman contact details

If you would like to take your complaint to the Legal Ombudsman, you can find the current contact details and referral information on the Legal Ombudsman’s website. We recommend checking the official contact page before making contact, as details and opening arrangements may change from time to time.

SRA contact details

If your concern is about a solicitor’s conduct rather than service quality, you can find the current reporting information on the Solicitors Regulation Authority’s website.