Complaints Procedure
We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact Lucinda Tufaro, our Compliance Officer for Legal Practice (COLP). You can contact her by telephone on 0333 772 3022 , e-mail info@ltssolicitors.co.uk and post LTS Solicitors Limited, Banks Chambers St Petersgate Stockport SK1 1AR. We will send you a letter acknowledging your complaint and ask you to confirm or explain any details. We will then open a file for your complaint and commence our investigation. We will then write to you, discuss and hopefully resolve your complaint. We aim to resolve any complaint within 7 working days of its receipt.
If you are still not satisfied you can contact the Legal Ombudsman about your complaint. We very much hope this will not be necessary. The postal address of the Legal Ombudsman is PO BOX 6806, Wolverhampton, WVI 9WJ. Their web address is www.legalombudsman.org.uk. Telephone: 0300 555 0333 Minicom: 0300 555 1777
There is a time limit for complaints to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman will not consider a complaint before the solicitor has had the opportunity to seek to resolve the complaint through its own internal complaints procedure.
Please note that there is a shorter time limit of 12 months from the date of our written response to your complaint for you to refer a complaint to the Legal Ombudsman if we have given you the explanation about the Legal Ombudsman contained in this letter, including this warning about the reduced time limit.
If you are concerned that we haven’t adhered to the SRA Rules and Regulations, you can report your concerns to the Solicitors Regulation Authority by Phone: 0370 606 2555 Email: report@sra.org.uk and Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN