Raise a concern
In the first instance it may be helpful to contact an advisor who is working on your case to discuss your concerns and we will do our best to resolve any issues.
Complaints Handling Representative
Lucy Louca on 02077239889 lucy@anthonylouca.com or by post to 24 Lisson Grove, London, NW1 6TT.
If your complaint is in relation to the conduct of our Complaints Handling Representative, we will make alternative arrangements for the investigation and handling of your complaint.
We will endeavour to handle your complaint promptly, fairly and free of charge.
01 / Acknowledgement
Our Complaints Handling Representative will write to the client acknowledging their complaint within ten working days. In this letter, we shall confirm what happens next.
02 / Investigation
Our complaints Handling Representative shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within twenty working days of acknowledging receipt of the complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this together with the reason why and giving a revised timescale.
03 / Discussion & response
Once the investigation has been completed, our Complaints Handling Representative shall invite the client to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint. This could be a meeting, video conference call or telephone call and the client’s preference will be taken into account along as well as how best the matter may be dealt with.
This process of engagement will take place within twenty working days of our concluding the investigation of the matter. Following the meeting or call, our Complaints Handling Representative shall write to the client within ten working days of the meeting or call to confirm the discussion and the solution agreed upon.
If the client does not want to or is unable to attend such a meeting or engage in a discussion (or the meeting or call is not necessary), we will be happy to send the client a detailed, written response, including the proposed solution, within thirty working days of our concluding the investigation of the matter.
04 / Review
However, if the client is not satisfied, they will be invited to contact our Complaints Handling Representative again and they will arrange for another Partner/Director unconnected with the matter to review the decision. They will write to the client within thirty working days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.
Legal Ombudsman
We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.
Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which the client is complaining occurring or from when the client should have known about or become aware that there were grounds for complaint.
For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6167, Slough SL1 0EH.
Reporting to the SRA
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).
SRA telephone
0370 606 2555