Our aim is to provide you with the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

Raising your complaint:

In the first instance please contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues. If you still feel that your concerns have not been dealt with then please send details of your complaint by email to: keeley@ksablaw.co.uk

Responding to your complaint:

On receipt of your complaint, an acknowledgement email will ordinarily be issued within five business days. The email will include the following information: (i) the name of the person investigating your complaint; and (ii) If appropriate, confirmation of our understanding of the nature of your complaint and a statement that you should contact us if you disagree with this.

We will promptly and thoroughly investigate all complaints. The investigation will be carried out by a suitably qualified person who, if at all possible, will not have had direct involvement in the subject matter giving rise to the complaint.

The relevant timescales applicable to the investigation process are as follows:

  1. Within four weeks of receiving your complaint we will either:
    1. Send you our final response after completing our investigation; or
    2. Send you a holding letter explaining why we are not in a position to resolve your complaint and advising when we will make further contact.
  2. By the end of eight weeks after we have received your complaint we will either:
    1. Send you our final response after completing our investigation; or
    2. Send you a response which explains why we are still not in a position to provide our final response and informing you of your other remedies at that stage.
  3. On concluding our investigation, we will produce a written report which will explain:
    1. The outcome of our investigation; and
    2. The nature and terms of any offer of compensation; or
    3. Reasons for not making an offer.
    4. Any further remedies which may be available to you

We shall assume that the complaint is resolved if we have not heard from you within two weeks of our response.

Further redress if you are not satisfied:

If we have been unable to resolve your complaint to your satisfaction using the above procedure, you have the right to complain to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body which deals with legal services complaints. 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 from us;
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 them.
Contact details Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00. Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Further help If you require further assistance, please contact the Professional Ethics helpline.