Our Complaint Policy:
- Landmark Legal LLP is committed to providing high quality legal advice and client care. If you wish to complain about the handling of your case, then this should be raised at the first instance with the person dealing with your case.
Your complaint must be in writing detailing why you are dissatisfied with our services. If your complaint remains unresolved then you should contact us regarding our complaints handling procedure. This entitles you to refer the matter to our Complaints Manager, Ms Naseem Kadri, in writing.
- What will happen next:
- We will investigate your complaint thoroughly. The Complaint Manager, Ms Naseem Kadri, will review your file and will discuss this issue with the member of staff handling your case.
- Within 21 days of the written complaint, you will receive a detailed written response to your complaint, including any proposals/suggestions to resolve your matter.
- If you remain dissatisfied, you should contact this firm and we can arrange a meeting to review the decision and hopefully resolve your complaint. We will write to you within 14 days of the meeting to confirm our final position regarding your complaint and provide you with a full explanation of our reasons.
- If you are not satisfied with our handling of your complaint, you can contact the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us regarding your complaint.
- Please note that from 1 April 2023 these time limits are changing. From the 1 April 2023, the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are complaining or within a year of you realising there was a concern. You still need to pursue your matter with Legal Ombudsman within six months of our final response – this requirement has not changed.Legal Ombudsman is bringing a number of other changes and you can read about this via the following link:
- https://www.legalombudsman.org.uk/information-centre/news/changes-to-the-legal-ombudsman-s-scheme-rules/
- New Contact details for Legal Ombudsman as of 22nd January 2024 are as follows:
- Address:
- Legal Ombudsman
- PO Box 6167, Slough, SL1 0EH
- Telephone: 0300 555 0333
- email: enquiries@legalombudsman.org.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 their website to see how you can raise your concerns with the SRA.
