Details of our Complaints Handling Procedure

Whilst we endeavour to provide a high quality legal service for all of our clients, should something go wrong we need you to inform us about it so that we can continue to improve our services for our clients. 

We make clear that you will not be charged for using our complaints procedure. 

 Our Complaints Procedure 

  1. Should you have a complaint, please contact us immediately with the details. You should   email   or   write   to    our    Head    of    Compliance,    Steven Newdall at: snewdall@levisolicitors.co.uk; 33 St Pauls Street, Leeds LS1 2JJ. If you want Mr Newdall to telephone you, please leave a message for him to call you by telephoning Levi Reception on 0113 244 9931. 
  2. Please let us know if you need help in making your complaint or if you feel disadvantaged in any way in making your complaint (for example: you are elderly; ill; English is not your first language; or you have a disability). We will do our best to assist you. 
  3. Within 2 working days of your complaint being made, we will acknowledge it by via email, tell you who is going to be dealing with it, and give you our timeframe for a full response which will normally be 8 weeks in accordance with guidelines from the Solicitors Regulation Authority(SRA). If there are complicating features or matters which might cause delay and this timescale needs to be extended, we will advise you of that. We may also ask you to confirm or further explain any details. 
  4. We will record your complaint on our central register and will open a separate file on your complaint matter. 

 Investigating Your Complaint 

 The Head of Compliance will discuss your complaint with the person who acted for you in order that we can reply substantively to you in writing within 8 weeks. We will include any suggestions for resolving the matter with you. 

 Please note that any complaints which are repetitive (which we have addressed before) or which we deem malicious or vexatious, will not be considered. In those circumstances, you have the right to go to the Legal Ombudsman as set out below. 

If you do not wish to pursue your Complaint after you have lodged it, please kindly advise us of that in writing. 

Reviewing A Decision 

If you are still not satisfied, then if you wish you can ask the Senior Partner of the firm to review the decision of the Head of Compliance. 

Right to go to the Legal Ombudsman 

If matters cannot be resolved to your satisfaction, then any client who is an individual has the right to complain to the Legal Ombudsman at the conclusion of our complaint handling process. Small businesses, charities, clubs and trusts also have the right to complain to the Legal Ombudsman. Please note that charities, trusts and organisations with an annual income (net of tax) of £1 million or more may not be eligible to complain to the Legal Ombudsman. Likewise, a business that was not a ‘micro-enterprise’ when it referred the complaint to us may not be eligible. Please contact the Legal Ombudsman for information. 

Prospective clients who consider we have unreasonably refused a service or persistently offered an unwanted service may also complain to the Legal Ombudsman. 

Please note that you have 6 months from the date of our written response to your complaint to raise the matter with the Legal Ombudsman. However, there are extended time limits of 6 years from the act/omission or 3 years from when you should reasonably have known of your complaint that may apply in certain circumstances accordingly you are advised to contact the Legal Ombudsman on the details set out below and they will be able to advise you of the relevant time limits: – 

Telephone: 0300 555 0333 

Website: www.legalombudsman.org.uk 

Email: enquiries@legalombudsman.org.uk 

Address: PO Box 6806, Wolverhampton WV1 9WJ 

If your complaint is solely about our bill, then you do have a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. However, please note that as per our terms and conditions if all or any part of a bill remains unpaid, the firm will be entitled to charge interest. A lodging of a Complaint under this procedure does not affect the firms’ right to pursue the unpaid fees. 

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.