Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the problem for you. You can obtain a copy of our complaints procedure here. If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman.

What do to if we cannot resolve your complaint

The Legal Ombudsman investigates complaints about service issues with lawyers and can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • within one year of the date of the act or omission about which you are concerned;

or

  • within one year of you realising there was a concern
  • You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6167, Slough, SL1 0EH

If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us.  This service can be found at http://ec.europa.eu/odr.  Our email address is enquiries@lakelegal.co.uk.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority.

If you have any concerns about material which appears on our site, please contact Claire Glaister at claire.glaister@lakelegal.co.uk.