Complaints Policy

We are committed to providing top-quality legal services and treating all our clients fairly. However, we understand that sometimes things might not go as planned. If you are ever unhappy with our services, we encourage you to let us know as soon as possible so we can make things right.

How to log a complaint

You can reach us by sending an email to support@lawyerlink.co 

Please include as much detail as possible to help us look into your complaint faster. Let us know what outcome you would like. If you need help making your complaint, just reach out. We're here to support you.

After you submit a complaint

  • Logging: We’ll log your complaint in our central system.
  • Acknowledgment: You’ll receive an acknowledgment from us within three working days.
  • Review: We’ll review your complaint, which might involve checking the relevant files and speaking with the solicitor involved.
  • Updates: We'll keep you in the loop with regular updates.
  • Discussion: If needed, we’ll invite you to discuss your concerns via a meeting, which can be either in-person or online.
  • Response: We’ll send you a written response detailing our findings and the steps we propose to resolve the issue, typically within 21 days from when we acknowledged your complaint.

Escalation process

If you are not satisfied with our initial response, you can escalate your complaint to our Director, Jackie Nagtegaal, via support@lawyerlink.co. Please do this within 10 days of receiving our response. We aim to resolve escalated complaints within 18 days of your request.

Further steps

We are not a law firm and not regulated by the Solicitors Regulation Authority (SRA). However, we may appoint solicitors who are regulated by the SRA and employed by us. Therefore, if your complaint is related to the conduct of one of these solicitors, you have the right to escalate the complaint to the Legal Ombudsman.

Here are the details you'll need for the Legal Ombudsman:

  • Postal address: PO Box 6806, Wolverhampton, WV1 9WJ
  • Phone: 0300 555 0333
  • Email: enquiries@legalombudsman.org.uk
  • Website: www.legalombudsman.org.uk

Please note, complaints to the Legal Ombudsman should be made within a year of the act or omission you’re concerned about, or within a year of when you realised there was an issue.

We are committed to resolving any issues as quickly and effectively as possible, and we appreciate your feedback to help us improve our services.

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.