Complaints Policy

We want you to feel listened to, supported and confident in the service we provide. If something has gone wrong, or you are unhappy with our service or charges, please tell us.

We will take your concerns seriously, explain what has happened and work with you to put things right. Making a complaint will not affect how we treat you or handle your matter.

This policy applies to All Law Limited, trading as all Law.

How to raise a concern

You can start by speaking to the person dealing with your matter. They may be able to resolve your concern straight away.

If you would prefer to speak to someone else, or the issue remains unresolved, please contact us using the details below and ask for your complaint to be referred to the person responsible for complaints:

Email: complaints@all-law.co.uk
Telephone: 01772 374475
Post: Complaints, All Law Limited, 33-34 Winckley Square, Preston, PR1 3JJ

You do not need to use legal language or complete a particular form. Please tell us what has happened, how it has affected you and what you would like us to do.

If you need help making a complaint, or would prefer us to communicate in a particular way, please let us know. We will make reasonable adjustments where needed.

How we will deal with your complaint

We will acknowledge your complaint within two working days of receiving it and tell you who will investigate.

We will review the relevant records and speak to the people involved. We may contact you to clarify your concerns or ask for further information.

We aim to send you a substantive written response within 14 working days of receiving your complaint. If we need longer, we will explain why and tell you when you can expect a response.

Our response will explain:

• What we have investigated.
• Our findings and the reasons for them.
• What we propose to do to resolve your complaint.
• What you can do if you remain unhappy.

Depending on the circumstances, putting things right may include an apology, a clearer explanation, corrective work, a change in who handles your matter, a reduction or refund of fees, or appropriate compensation.

There is no charge for making a complaint or for our investigation.

If you disagree with our response, please tell us why. We will consider any further points and confirm our final position. You do not have to wait beyond eight weeks from your original complaint before approaching the Legal Ombudsman.

If we cannot resolve your complaint

The Legal Ombudsman is an independent organisation that considers complaints about legal services, including complaints about service and charges. Its service is free.

You can ask the Legal Ombudsman to consider your complaint if you are unhappy with our final response, or if eight weeks have passed since you complained to us and your complaint remains unresolved.

The Legal Ombudsman will check whether your complaint falls within its rules, including its eligibility requirements and time limits.

You must normally refer your complaint:

• Within one year of the act or omission you are complaining about; or
• Within one year of when you should reasonably have known there was cause for complaint;

and

• Within six months of receiving our final response.

The Legal Ombudsman may extend these time limits where it considers it fair and reasonable to do so.

You can contact it at:

Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Alternative dispute resolution

Alternative dispute resolution is another way of trying to resolve a complaint without going to court.

If our complaints procedure has been exhausted and we cannot settle your complaint, we will provide details of an approved alternative dispute resolution body competent to deal with it and confirm whether we agree to use its scheme.

This does not affect any right you have to complain to the Legal Ombudsman.

Concerns about professional conduct

The Solicitors Regulation Authority (SRA) regulates solicitors and law firms. You can report concerns about professional conduct, such as dishonesty, misuse of client money, unlawful discrimination or other serious breaches of its rules.

The Legal Ombudsman generally deals with complaints about service and charges. The SRA deals with concerns about professional standards and conduct.

You do not need to wait for our complaints process to finish before reporting a concern to the SRA.

Information about reporting a solicitor or firm is available at:

www.sra.org.uk/consumers/problems