Lucas & Wyllys Solicitors

Lucas & Wyllys Solicitors

"A General practice with Specialists"


Complaints Procedure

As a firm we are committed to high quality legal advice and client care. We pride ourselves in the number of new clients who instruct us and who have been recommended by satisfied existing clients. Nevertheless, we recognise that, however rarely, there can be a problem with our services. We have a procedure in place which details how we handle complaints and which is available from the lawyer handling your case. We do not, of course make any charges to our clients for dealing with any such complaints.

1. If you are unhappy about any aspect of the service you have received or about the bill please speak to the lawyer who is handling your case in the first instance to seek to resolve the issue.

2. If you are unable to resolve the issue with the lawyer handling your case then please refer the problem to the Partner Responsible identified in our initial client care letter.

3. If a problem has arisen with a secretary or member of our support staff then please refer the problem to the Partner Responsible.

4. The Partner Responsible will seek to resolve the problem with you either over the telephone, in correspondence or by a face to face meeting. If the problem remains unresolved, then the matter will be referred to our Compliance Officer for Legal Practice (COLP), Amy Church or to our Senior Partner, Nigel Craske, if the problem relates to work undertaken for you by our COLP.

5. We have 8 weeks to consider your complaint. If we have not resolved it within this time (and have advised you in writing to that effect) or you are not satisfied with our handling of the complaint then you are at liberty to refer the matter to the Legal Ombudsman of PO Box 6806, Wolverhampton WV1 9WJ (telephone 03005550333 email and website – You will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint.

6. Alternative dispute resolution bodies (approved by the Chartered Trading Standards Institute) exist which are competent to deal with complaints about legal services provided that both you and our firm agree to use such a scheme. We would discuss this alternative procedure with you at the appropriate time should the situation so arise.

7. Some clients may not have the right to complain to the Legal Ombudsman – for example most businesses (unless defined as micro enterprises) charities or clubs (with an annual income of more than £1m) or trustees of a trust with an asset value of more than £1m.