Excello Libertas Complaints Procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. Making a complaint will not affect how we handle your case.
In the first instance it may be helpful to 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 would like to make a formal complaint, please contact us via email at: [email protected], or write to us at:
5 Chancery Lane
What will happen next?
We will acknowledge receipt of your complaint within three days of receiving it and provide you with a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care director, who will review your matter file and speak to the member of staff who acted for you.
The client care director will then invite you to a meeting to discuss and hopefully resolve your complaint. The client care director will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, the client care director will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, the client care director will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone else unconnected with the matter at the company to review the decision.
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.
The role of 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.
You can raise your concerns with the Solicitors Regulation Authority
What to do if we cannot resolve your complaint:
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact:
PO Box 6806