We are committed to providing a quality service to our clients. We value feedback from clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it. If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right.
What do I do if I have feedback or a complaint?
At first it would be helpful if you could discuss any feedback or concerns which you have about our service or how it might be improved with the lawyer dealing with your matter. If the lawyer dealing cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with your lawyer, then you may discuss this with our complaints partner as a complaint under this policy.
How do I raise a complaint under this policy?
Please email complaints@lawhive.co.uk with:
- Your name, case number, and your lawyer's name;
- Why you feel dissatisfied with the service which you have received;
- If there is anything in particular that you would like us to do to resolve your complaint.
What happens after I have made a complaint under this policy?
We will:
- Send an acknowledgement of your complaint within 7 working days of receiving it;
- Log your complaint on our central complaints register;
- Investigate your concerns and any evidence you have submitted alongside the information we hold on your case;
- Write to you within 28 working days of receiving your complaint to confirm the outcome of our investigation.
In exceptional circumstances, it may be necessary to extend these timescales, but we will try to agree any variations with you first. If you remain unsatisfied with our proposed resolution, we will inform you how to make a complaint to the Legal Ombudsman.
What might the outcome of my complaint be?
We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards. We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not reoccur.
What if I remain unsatisfied?
If you remain dissatisfied, you may be entitled to complain to the Legal Ombudsman about our service, including our charges. This service is not available to all clients however, such as large businesses.
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, you can then take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint; and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known there was cause for complaint.
You can contact the Legal Ombudsman by:
- Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
- Telephone: 0300 555 0333 (Monday to Friday, 9:00 - 17:00)
- Email: enquiries@legalombudsman.org.uk
- Website: www.legalombudsman.org.uk
Lawhive Legal Ltd is authorised and regulated by the Solicitors Regulation Authority with ID number 8003766 and is a company registered in England & Wales, Company No. 14651095.
Lawhive Legal Ltd is a separate company from Lawhive Ltd. Lawhive Ltd is not a law firm and does not provide any legal advice.