Internal Complaints Procedure


Kayson Solicitors strives to provide the highest standard of legal service to every client. We understand however, that we may not always achieve the highest standard and in this event, we would like to know about any issues that have arisen. We value your feedback, which provides us with opportunities to evaluate the quality of our service and improve where necessary. We will consider any complaint objectively, aiming to resolve the problems as quickly as possible and reach a satisfactory conclusion.

Stage One:

Please provide Ms Kam Patel (Principal Solicitor) with a detailed explanation of your complaint about our service or charges with documentary evidence where available. We request that you send us your written complaint within 7 days of receipt of this document by email ( and a hard copy by post.

Stage Two:

Upon receipt of your written complaint, we will acknowledge safe receipt of your complaint within 3 working days.

Stage Three:

Ms Patel will then investigate your complaint and aim to respond to your complaint in writing within 28 days or sooner, if possible. If we are unable to respond within 28 days, we will write to you and confirm a date that we will respond by.

Ms Patel will:

  1. Review the substance of your complaint.
  2. Ensure your complaint is investigated objectively and work with you to understand any remaining concerns.

Stage Four:

Upon receipt of our response to your complaint, you have 7 days to consider the outcome of our investigation and revert to us.

Stage Five:

If you are not satisfied with our response, you will then have the right to complain to the Legal Ombudsman.

The Legal Ombudsman is an independent and impartial body. The Ombudsman’s contact details are below:

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ

Telephone: 0300 555 0333
Email address:

Please note the Legal Ombusman’s rules say that they can look at complaints if: it happened within 6 years of the issue happening; it happened within 3 years from when you found out about the issue occurring; you refer your complaint to the Legal Ombudsman within 6 months of our final response to you.

What are my legal rights?

Nothing in this procedure takes precedence over or replaces any right that you have to bring a complaint or dispute that you may have against the firm under local law.