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Complaint Procedure

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IPS LEGAL SERVICES SOLICITORS LTD COMPLAINTS PROCEDURE

  • At IPS Legal Services Solicitors Ltd we aim to provide our clients with a high standard of service always, but we are aware that sometimes things do not go the way you expected, so if you wish to complaint, you are invited to do so, but let us know about your concerns as soon as possible. Making a complaint will not affect how we deal with your matter.
  • Please note that our complaints procedure is confidential. This means that all information and documents relating to the complaint will be treated as confidential and will only be disclosed to the person against whom you have complained.
  • If you wish to make a complaint you are encouraged to make your compliant either by phone or in writing. You can contact us on 0203 176 5216 or email us at e.aryee@ipslegal.com; e.aryee@ipslegals.com or info@ipslegals.com
  • Your complaint must contain your full name, your address, your contact details, the details of your complaint and who the complaint is against and what you would expect to be done about the complaint;
  • As soon as we receive your written complaint, we will acknowledge receipt of your complaint within five working days, where possible, and provide you with details of how your complaint will be dealt with.
  • The person dealing/investigating your complaint will write to you within 7 working days of receiving your complaint or as soon as possible to let you know that she has been assigned to deal with your complaint and will reply to your complaint within 8 weeks.
  • If the person dealing with your complaint finds later that they are not able to reply to your complaint within 8 weeks, they will set a new date for their reply and inform you.
  • We will reply and set out the facts of your complaint and the investigation that was carried out; their conclusion in respect of each complaint and the basis of the conclusion;
  • If it is found that your complaint is justified the person dealing with your complaint will make proposals to you for resolving the complaint.
  • During the complaint’s procedure, we will make a written record of your complaint and retain all the necessary documents and correspondence relating to the complaint. These will be kept for a period of six years.
  • Please note that if you are not satisfied with the outcome of your complaint, you may complain to the Legal Ombudsman, the independent body that deals with complaints against Solicitors and/or lawyers. The Legal Ombudsman wants you to try and resolve your complaint with our firm before you take your complaint to them
  • You must refer your complaint to the Legal Ombudsman within six months of our final response to your complaint.
  • You can refer your complaint to the Legal Ombudsman within either of the following: Six years of the problem happening or three years from when you found out about it;

The contact details of the Legal Ombudsman are as follows:

  • Telephone Number: 0300 555 0333
  • Legal Ombudsman, P O Box 6806, Wolverhampton, WV1 9WJ

Please note that you can also raise your concerns with the Solicitors Regulation Authority (SRA). You can use the following link to contact the SRA https://www.sra.org.uk/consumers/problems/report-solicitor

Solicitors Regulation Authority can be contacted on complaintsteam@sra.org.uk. Tel; 0203 176 5216