Complaints Policy

 

1.  Our promise

We aim to sort out any problem quickly and fairly. When you complain we will:

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

If we have not resolved things to your satisfaction – or eight weeks have passed – you may be able to ask the Legal Ombudsman to look at the service provided by the individual solicitor who advised you.  Conduct concerns such as dishonesty or loss of money belong with the Solicitors Regulation Authority (SRA).  See Section 6 for full details.

2.  How to complain

You can complain by sending an email to: support@lawyerlink.co

Please tell us:

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

3.  What happens next

  1. Acknowledgement – We confirm receipt and give you a reference and the name of the person handling your complaint.
  2. Investigation – We review the file, speak to everyone involved and may ask you for more information.
  3. Outcome – We send a written decision and any proposed remedy. If we need more time, we explain why and agree a new date. 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 letter.  Your request should explain why you think the decision is wrong or incomplete.  We will reply within 14 days.  You do not have to use the internal review before going to the Legal Ombudsman.

5.  Taking matters further

5.1. Legal Ombudsman – service complaints

You can refer a service complaint to the Legal Ombudsman once you have our final response or after eight weeks, whichever comes first.

You must make the referral within six months of our final response and within one year of the act or of becoming aware of it. For more information, please visit: www.legalombudsman.org.uk


5.2. Solicitors Regulation Authority – conduct complaints

For concerns about a solicitor’s professional conduct (for example dishonesty or practising without proper authorisation) contact the SRA via 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 individual solicitors are regulated by the SRA and hold current practising certificates.
  • Because Lawyerly Ltd is unregulated, we are not required to carry, and do not carry, professional-indemnity insurance that meets the SRA 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.

Thank you for giving us the chance to put things right.

(effective 8 May 2025 – replaces all previous versions)


About Lawyerlink
Lawyerlink® is a registered trademark and legal service subscription product of Lawyerly Ltd (company number 15697410). Any reference to Lawyerlink refers to Lawyerly Ltd.