Internal Complaints Procedure

Kayson Solicitors is committed to providing all our clients with the highest standard of legal service. However, we understand that we may not always meet this standard. If you encounter any issues, we would appreciate your feedback. Your input helps us evaluate the quality of our service and improve where necessary. We will consider any complaint objectively and aim to resolve issues as quickly as possible to reach a satisfactory conclusion.

 

Stage One:

Please explain your complaint regarding our service or charges, along with any documentary evidence. We request that you send your written complaint within 7 days via email (legalteam@kaysonlaw.co.uk) and as a hard copy by post to our registered office address.

Stage Two:

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

Stage Three:

We will then investigate your complaint and aim to respond in writing within 28 days. If we cannot respond within that timeframe, we will inform you and provide a date by which you can expect a response. The Director of Kayson Solicitors LTD will:

  • Review the complaint.
  • Ensure your complaint is investigated objectively and work with you to address any remaining concerns.

Stage Four:

After receiving our response to your complaint, you have 7 days to consider the outcome and notify us of your decision.

Stage Five:

If dissatisfied with our response, you can escalate your complaint to the Legal Ombudsman.

The Legal Ombudsman is an independent and impartial body. Their contact details are as follows:

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

 

Please note that the Legal Ombudsman’s rules state they can consider complaints if:

  • They occurred within 6 years of the event.
  • You became aware of the issue within the last 3 years.
  • You refer your complaint to the Legal Ombudsman within 6 months of our final response.

 

What are my legal rights?

This procedure does not override or replace any rights you have to bring a complaint or dispute against the firm under local law.