Complaints Handling Procedure

LALIVE is committed to providing a high-quality legal service to all our clients.  As a client, if you are unhappy or concerned with the service provided to you then please inform us immediately, so that we can do our best to resolve the problem.  In the first instance, please contact the Partner responsible for the matter, who will be happy to discuss and best resolve the issue.  If you would like to make a formal complaint, a copy of our Client Complaints Policy is available here.  The Legal Ombudsman can help if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check you have tried to resolve your complaint with us first.

Any complaint to the Legal Ombudsman must be made:

• Within six months of receiving our final response to your complaint; and

• No more than six years from the date of act/omission; or

• No more than three years from when you should reasonably have known there was cause for complaint.

Details of how to contact the Legal Ombudsman and further information, including the eligibility criteria for invoking its services, can be found at www.legalombudsman.org.uk.

In addition, complaints relating to the conduct or behaviour of the firm or any of our employees or Partners may be made to the Solicitors Regulation Authority (SRA).  Further information, including on how to make a complaint to the SRA is available on their website here.