We are committed to providing high quality legal services to all our clients and dealing effectively with any concerns is part of that service. Whilst we sincerely hope you never have cause for complaint, if something does go wrong, we need you to tell us. This information is crucial to help us to continuously improve our standards.

If you are a client and have a complaint, please do tell us as soon as possible.

Our Client Care Procedure

If you have a complaint, contact our Client Care Director – presently Nick Peacock – and provide him with details of your complaint. Nick can be contacted in the first instance via email upon NickPeacock@kyleslegalpractice.co.uk.

What will happen next?

1. We will send you a letter confirming that we have received the details of your complaint. We
will also let you know the name of the person who will be investigating your complaint. You
can expect to receive our letter within two days of us receiving the details of your complaint.

If we have to change any of the timescales that are set out in this Policy, we shall let you know and explain why.

2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day or so of receiving your complaint.

3. The person investigating your complaint will normally be the Client Care Director, Nick Peacock who will consider the details of your complaint and will ask the lawyer who dealt with your matter to answer any questions or provide any information that is relevant. If the Client Care Director is able to deal with your complaint in writing, he will send a written response to you, normally within five working days of receiving the details of the complaint.

4. If a meeting is necessary, the Client Care Director will arrange this as soon as possible and no
later than ten working days after receipt of the details of complaint. Prior to the meeting he/she will have liaised with the lawyer who dealt with your matter and a written response will be made within three working days of the meeting.

5. If your complaint is upheld then the written response from the Client Care Director (whether a meeting is needed or not) will set out any apology (if appropriate) and any terms that are appropriate in respect of compensation or loss.

6. At the end of the investigation, the Client Care Director will enter the appropriate details on our central register. The Client Care Director will also be able to observe any trends or patterns in complaints and will carry out any necessary steps or measures to ensure as far as possible that there are no repeats of poor service and that our service to clients is improved or maintained. We shall tell you what, if anything, went wrong and of any system changes that are made as a result of your complaint.

7. If you are not happy with the outcome of our Complaints Procedure or, if your complaint is not resolved within eight weeks, you can, subject to points 9 and 11, involve the Legal Ombudsman, which body handles complaints against lawyers.

8. The Legal Ombudsman will deal with complaints by all members of the public, companies with fewer than ten staff and a turnover or balance sheet with a value not exceeding two million euros, charities with an annual income of less than one million pounds, clubs, associations and societies with an annual income of less than one million pounds and trusts with a net asset value of less than one million pounds and personal representatives or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

9. The Legal Ombudsman’s contact details are as follows:

Legal Ombudsman
PO Box 6806
Helpline: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

10. We draw your attention to the Legal Ombudsman’s Complaints Acceptance Policy. Any
complaint to the Legal Ombudsman should be made:

• within six months of our final written response to your complaint; or
• within one year from the act/omission or within one year from when you should reasonably have known there was cause for complaint without taking advice from a third party, whichever is later.

If these deadlines are not met, the Legal Ombudsman may refuse to deal with your complaint.

11. Finally, we shall not charge you for dealing with your complaint

Complaints by non-clients

If you are not a client, we will only be able to deal with your complaint if you are alleging that we have breached the principles or outcomes provided for in the SRA Handbook. Please email details to NickPeacock@kyleslegalpractice.co.uk. Your complaint will be acknowledged in writing within three working days and we will try to ensure that you receive a response within 21 days of us sending you our acknowledgment.