Complaints Handling Procedure

Updated 31 March 2023

Please note that we have updated this procedure in accordance with guidance provided by the Legal Ombudsman and the changes being made to the Legal Ombudsman Scheme Rules from 1 April 2023.

Complaints Policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If at any point you become unhappy wiht the services we provide to you or a bill, then please inform us immediately so that we can do our best to resolve the problem for you.  You can obtain a copy of our complaints handling procedure at www.blueskylaw.co.uk/about-us/complaints-handling-procedure.

If we are unable to resolve your complaint then you can have the complaint independently looked at by 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.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  1. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Steve Gaunt, who will review your matter file and speak to the member of staff who acted for you.
  1. Steve Gaunt will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  1. Within three days of the meeting, Steve Gaunt will write to you to confirm what took place and any solutions he has agreed with you.
  1. If you do not want a meeting or it is not possible, Steve Gaunt will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Steve Gaunt to review his own decision.
  1. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  1. If we have been unable to settle your complaint using our internal complaints process, you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.
  2. You have six months from the date of our final letter in which to complain to the Legal Ombudsman.

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333

Email address: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk  

Further relevant timescales are available from the website above.

10.   Alternative complaints bodies (such as Ombudsman Services) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use the Ombudsman Services.

11.   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.

If we have to change any of the timescales above, we will let you know and explain why.