At Crystal Law Solicitors, our goal is to provide a gold standard service to our clients. If, however, you become unhappy with the service we are providing, you should inform a member of our team immediately to allow us to do our best to resolve this for you.

Step 1 - initial concerns

When you feel that you would like to raise concerns with us regarding the service we are providing, we ask that initially you get in touch with the person handling your case to discuss the matter. They will do their upmost to resolve any issues at this stage.

If you feel that the issue warrants making a formal complaint, you may skip this step.

Step 2 - formal complaint

If your case holder is unable to resolve your issue, or you would prefer to make a formal complaint, we ask that you write in formally to outline your concerns. We will acknowledge receipt of your complaint and begin the internal complaints process.

It is our policy at Crystal Law Solicitors that:

  • Every complaint made by a client is reported and recorded centrally.
  • Every complaint received is responded to appropriately.
  • The cause of the problem is identified, appropriate redress is offered, and unsatisfactory procedures are corrected.

Please send formal complaints to:
Complaints
181 Charles Street
Leicester
LE1 1LA

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the issue between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.

Step 3 - escalation

If we are unable to resolve your complaint ourselves, the Legal Ombudsman will be able to help you. They independently review complaints and this will not affect how we handle your case. 

You may contact the legal ombudsman if:

  • Your complaint has not been resolved within eight weeks from the date you logged the issue.
  • You have tried to resolve the issue directly first.

Referrals to the legal ombudsman must be made:

  • Within six months of receiving a final response to your complaint
  • No more than six years from the date of act/omission

Or

  • No more than three years from when you realised there was cause for complaint

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Complaints about behaviour

Alternatively, if you are concerned about our behaviour, the Solicitors Regulation Authority can offer guidance on how best to handle the situation. They can provide advice on dealing with issues such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or another characteristic.

More details on how to raise your concerns with the Solicitors Regulation Authority can be found on their website.

Contact Details

Leicester: 0116 255 1650

Complaints
181 Charles Street
Leicester
LE1 1LA

enquiries@crystallaw.co.uk