Complaints Policy

Lu Oliphant Client Complaints Policy

Our complaints policy
Lu Oliphant Solicitors LLP is 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.

Our complaints procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem with the details so this can be addressed. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
Complaints should be addressed to Mr. James Lau, Lu Oliphant Solicitors LLP, 10 Bloomsbury Way, London WC1A 2SL.

What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care member, Mr. James Lau (“Mr. Lau”), who will review your matter file and speak to the member of staff who acted for you.
3. Mr. Lau will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mr. Lau will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, Mr. Lau 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.
6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another member to review the decision.
7. 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.
8. If we have to change any of the timescales above, we will let you know and explain why.

The office of the Legal Ombudsman

9. If you are still not satisfied (having received our final decision on your complaint and at least eight weeks having elapsed since we were notified of the complaint), you can then contact the Legal Ombudsman via its website at www.legalombudsman.org.uk where you can fill out a questionnaire followed by an online complaints form.
10. Alternatively, you can write to the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint.
11. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. Further guidance on the service provided by the Legal Ombudsman can be found at www.legalombudsman.org.uk.