Complaints Procedure

 

LMK Law is committed to providing a high-quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to a bill, we need you to tell us.

 

How do I make a complaint?

 

You can contact us in writing (by letter, fax or email) or by speaking with our Complaints Associate, whose contact details are as follows:

 

Complaints Associate: Rohit Sthalekar or Elizabeth Sulkin 

Address: LMK Law, 26 Church Road, Stanmore, Middlesex HA7 4AW

Telephone: 020 8954 7474

Fax: 020 8954 8098

Email: rs@lmklaw.co.uk; es@lmklaw.co.uk

 

(In the event your complaint relates to our Complaints Associate, the complaint will be investigated by another senior member of the legal team, and if possible, a partner.)

 

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details.
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint
  • your file reference number (if you have it)

If you require any help in making your complaint, we will try to help you.

 

How will you deal with my complaint?

 

We will record your complaint centrally.

We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.

We will investigate your complaint. This will usually involve:

 

  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • speaking with the person who dealt with your matter.

 

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

 

We will update you on the progress of your complaint at appropriate times.

 

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

 

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

 

What if I am not satisfied with the outcome?

 

If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.

If you are still unhappy or we have not resolved your complaint within 8 weeks, you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

 

  • by post at PO Box 6806, Wolverhampton, WV1 9WJ
  • by telephone: 0300 555 0333, or
  • by email: enquiries@legalombudsman.org.uk

 

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within 3 years of when you should reasonably have been aware of it).  Further details are available on the website: www.legalombudsman.org.uk.

 

What will it cost?

 

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The Legal Ombudsman service is free of charge.

 

Family Mediation Complaints

If you have made a complaint in respect of family mediation and you believe your complaint has not been adequately resolved, you may refer your complaint to:

 

Resolution Central Office

PO Box 302

Orpington

Kent

BR6 8QX

 

Resolution will accept complaints for consideration from anyone who is concerned or believes that a mediator member has breached the FMC (Family Mediation Council) Code of Practice.