COMPLAINTS PROCEDURE

Internal Complaints

In the unfortunate event that you need to make a formal complaint, please put your complaint in writing to our Managing Director, Claire Holland at claire@hollandfamilylaw.co.uk. We will respond by email acknowledging receipt of your complaint within 5 working days and provide you with a copy of our Complaint’s Handling Procedure to explain the process.

Your complaint will be investigated free of charge.

Once your complaint has been received and acknowledged, your file will be fully reviewed alongside your points of concern. Upon review, a response will be provided within 28 days. Should you not be satisfied with that response, we will conduct one further investigation of your file and provide our conclusion which hopefully takes us both to a mutual resolution.

Formal Complaints – The Legal Ombudsmen

If you are still not satisfied by our final conclusion/resolution to your complaint, you have the right to contact the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

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 contact details for the Legal Ombudsman Service are:
Website: www.legalombudsman.org.uk
Telephone number: 0300 555 0333 (8:30 am – 5:30 pm)
Email: enquiries@legalombudsman.org.uk
By post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Please click: Ombudsman decision data | Legal Ombudsman

Please note that this firm does have Professional Indemnity Insurance in line with the requirements of CILEx Regulation. We currently have Professional Indemnity Insurance cover up to £2m for any one claim with Axis Speciality Europe SE.

Alternative Dispute Resolution

Alternative Dispute Resolution (ADR) bodies such as the ADR Group exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. Please note that we do not engage in ADR as we believe the complaint investigation services offered by CILEx Regulation and the Legal Ombudsman are more appropriate. The timescale for contacting an ADR organisation is twelve months.

Website: http://www.consumer-dispute.co.uk
Telephone: 02036005050
Email: consumer-dispute@adrgroup.co.uk
By post: 160 Fleet Street, London EC4A 2DQ
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ProMediate (UK) Limited:
Website: http://www.promediate.co.uk
Telephone: 02036213908
Email: enquiries@promediate.co.uk
By post: Brow Farm Top Road, Frodsham, WA6 6SP

CILEx Regulation

CILEx Regulation will investigate free of charge, any allegations of misconduct made against members of CILEx. A complaint of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events which gave rise to the complaint, whichever is the greater.

You can contact CILEx Regulation:
Website: www.cilexregulation.org.uk
Telephone number: 01234 845770
Email: info@cilexregulation.org.uk

Please note that this firm does have Professional Indemnity Insurance in line with the requirements of CILEx Regulation. We currently have Professional Indemnity Insurance cover up to £2m for any one claim with Axis Speciality Europe SE.