We bring light to law

Complaints procedure

Our complaints policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance you should contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you wish to make a formal complaint please write to us at Lawbright Legal Services Limited, Halterworth Farm, Highwood Lane, Romsey SO51 9AF  or email us at info@lawbright.co.uk with the details.
We have eight weeks to consider your complaint. If we have not resolved it within this time you may raise your concerns with the Solicitors Regulation Authority or complain to the Legal Ombudsman on 0300 555 0333 or at  enquiries@legalombudsman.org.uk.
The Solicitors Regulation Authority can help you 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.
Making a complaint will not affect how we handle your case.

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.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Paul Whitaker, who will review your matter file and speak to the member of staff who acted for you.
  3. Paul Whitaker will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Paul Whitaker will write to you to confirm what took place and any solutions s/he has agreed with you.
  5. If you do not want a meeting or it is not possible, Paul Whitaker will send you a detailed written reply to your complaint, including his/her 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 and we will arrange for an appropriate alternative such as review by another local solicitor or mediation 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 you are still not satisfied, you can then contact:
  • the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ on 0300 555 0333 or at  enquiries@legalombudsman.org.ukNormally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
  • Or you may raise your concerns with the Solicitors Regulation Authority  The Solicitors Regulation Authority can help you 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.