Lonsdale & Mayall Solicitors - Complaints Procedure

At Lonsdale & Mayall Solicitors, we are dedicated to providing the highest standard of legal services. If any aspect of our service falls short, we ask that you notify us so that we can rectify any issues and continuously improve our standards.

Initial Steps in Raising Concerns

In many instances, an informal discussion with the solicitor handling your matter will resolve your concerns. However, if the matter remains unresolved or if you wish to speak with someone else, you may escalate the issue formally. Our Principal Solicitor, Mrs Iyabo Eferakorho, will document your complaint and recommend a resolution. You can contact Mrs. Eferakorho on 01322 660 880.

Required Information

To assist us in managing your complaint efficiently, we kindly request the following details when contacting us:

• Your name, contact information, and preferred method of communication.
• Your file reference number.
• A clear description of the issues you wish to raise.
• How you would like the matter to be resolved.

What to Expect Next

If you contact us by telephone, we will seek to resolve the issue during the call. Should further investigation be necessary, or if you submit your complaint in writing, we will issue an acknowledgment within two working days.

Our Principal Solicitor will then review your case and consult with the solicitor involved. Within 14 days of sending our acknowledgment, you will be invited to attend a meeting to discuss your concerns. If a meeting is not possible or desired, a telephone discussion will be arranged.

Within 3 days of the meeting or telephone conversation, we will send you a written summary outlining the discussion and any agreed solutions. In all cases, a detailed written response, including proposed resolutions, will be provided within 21 days of our initial acknowledgment of your complaint.

Further Review

If you are not satisfied with the outcome, you may request a further review by another solicitor or a consultant. We will respond within 14 days, outlining our final decision and the reasons for it.

Timeframes and External Recourse

Should we need to adjust any of the timeframes outlined above, we will inform you and provide an explanation.

If you remain dissatisfied after our internal review, you may escalate your complaint to the Legal Ombudsman. Complaints to the Legal Ombudsman must typically be made within six months of receiving our final response. Additionally, the Legal Ombudsman expects complaints to be lodged within 1 year of the incident in question, or within 1 year of when you became aware of the issue. The Legal Ombudsman can be contacted at:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Please note that the Legal Ombudsman’s services are available only to individuals and small businesses that meet certain size criteria. Further details are available directly from the Legal Ombudsman. 

If your complaint remains unresolved, you may also have the option to pursue alternative dispute resolution (ADR) through a certified ADR provider. While we are not obligated to agree to such a request, we will provide further information if this option becomes relevant. Please be aware that ADR is only available to consumers, not businesses.