Complaints Procedure

At Lawfinix Solicitors, we are committed to providing high-quality legal services to all our clients. However, if you are dissatisfied with our service, we want to resolve your concerns as quickly and fairly as possible.

If you have a complaint about the service you have received, or the handling of your claim please contact us. We will respond to any concerns you may have, and we will do everything we can to resolve your complaint quickly and efficiently.

You can make a complaint in writing to us at Lawfinix Solicitors, Suite 3H, The Tannery, Bradford Road, Northowram, HX3 7HR or by emailing admin@lawfinix.co.uk Please provide as much detail as possible, including:

• Your name, address, and contact details
• The nature of your complaint, including relevant dates, times, and names of any staff involved
• Any relevant documents or correspondence

We at Lawfinix Solicitors will aim to deal with the complainants as soon as possible. The complaint procedure is as follows:

1. We will acknowledge receipt of your complaint within five working days.
2. We will record your complaint in our central register and open a file for your complaint. Complaints data will be kept confidential and handled in accordance with data protection laws.
3. We will investigate your complaint and provide a substantive response along with any suggestions for resolving the matter within 14 days of sending you the acknowledgment letter.
4. In the event you are still not satisfied, you can contact us again and ask us to review our decision. We will re-evaluate your compliant and we will write to you confirming our final position on your complainant and explaining our reason in detail.
5. If you remain dissatisfied after our final response, you may refer your complaint to the Legal Ombudsman. We would hope that this does not become necessary, and we can resolve matters between ourselves.
6. In order for your complaint to be considered by the Legal Ombudsman, it is essential that you have first attempted to resolve the issue with us. Once you have followed this procedure, you must then refer the complaint to the Legal Ombudsman within a specific timeframe. This timeframe includes submitting the complaint within six months of receiving a final response from us, or within six years from the date of the act or omission that led to the complaint. Additionally, if you reasonably should have known there was cause for complaint, you must refer the complaint within three years of that realisation.

Contact details for the Legal Ombudsman are:

Address: PO Box 6167, Slough, SL1 0EH.

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.co.uk

The Solicitors Regulation Authority

Information relating to reporting concerns about an individual or a firm to the Solicitors Regulation Authority (SRA) is available on the SRA website. Please note that the SRA does not deal with complaints about poor service. Further information is available here, and they may be contacted at:

Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham

B1 1RN

Telephone number: 0370 606 2555