Complaints Procedure
At Pre-Law, we are dedicated to delivering friendly, efficient, and high-quality legal services to all our clients. We understand that things can sometimes go wrong, and when they do, we encourage you to inform us. Your feedback is crucial as it helps us improve our services.
Initial Contact: If you have any concerns, please first discuss them with the person directly handling your matter. This initial step often resolves most issues swiftly.
Escalation: If your concerns are not resolved, please escalate the matter to our Managing Partner (info@pre-law.co.uk).
Acknowledgement: Within 5 working days of receiving your complaint, a Managing Partner will send you an acknowledgement letter or email.
Investigation: Your case will then be reviewed, and the matter reviewed. You may be contacted by telephone to further understand your concerns and you will receive a response within 15 working days of acknowledging your complaint.
Resolution Time Frame: We aim to resolve all complaints within 8 weeks from the date they are made. If we require more time, we will inform you and explain the reasons.
Further Assistance: Making a complaint will not affect how we handle your case. We are committed to addressing your concerns and achieving a satisfactory resolution.
Escalation: If your concerns are not resolved, please escalate the matter to our Managing Partner (info@pre-law.co.uk).
Acknowledgement: Within 5 working days of receiving your complaint, a Managing Partner will send you an acknowledgement letter or email.
Investigation: Your case will then be reviewed, and the matter reviewed. You may be contacted by telephone to further understand your concerns and you will receive a response within 15 working days of acknowledging your complaint.
Resolution Time Frame: We aim to resolve all complaints within 8 weeks from the date they are made. If we require more time, we will inform you and explain the reasons.
Further Assistance: Making a complaint will not affect how we handle your case. We are committed to addressing your concerns and achieving a satisfactory resolution.
Please note that we are not regulated, and therefore, you will not be able to make a complaint to the Legal Ombudsman regarding our services. However, if your complaint is specifically about our solicitor, who is regulated by the Solicitors Regulation Authority (SRA), and the issue has not been resolved within 8 weeks, you have the right to escalate your complaint to the Legal Ombudsman.
For the Legal Ombudsman:
• Website: www.legalombudsman.org.uk.
• Phone: 0300 555 0333 between 8.30 am to 5.30 pm.
• Email: enquiries@legalombudsman.org.uk.
• Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
For the Legal Ombudsman:
• Website: www.legalombudsman.org.uk.
• Phone: 0300 555 0333 between 8.30 am to 5.30 pm.
• Email: enquiries@legalombudsman.org.uk.
• Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
