Complaints.

Complaints Handling Procedure.

We want to give you 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.

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. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

All complaints, which cannot be resolved between the client and the file handler are referred by the person handling your case to the Principal who will investigate and respond, monitor progress and ensure details are recorded on our central register. Complaints that cannot be resolved at this stage are then escalated to our Compliance Officer for Legal Practice and ultimately, to the Legal Ombudsman if the complaint cannot be resolved within 8 weeks of the initial notification to us. 

If you have a complaint about any aspect of the service you have received or about a bill of costs, please write to us with the details. Complaints from non-clients will follow a similar process, but there is no requirement for such complaints to be addressed or resolved within 8 weeks. 

We will deal with your complaint in accordance with our internal standard for dealing with incoming communications:

  1. We will send you a copy of the procedure, and an acknowledgement of your complaint providing you with confirmation of the Principal who will be dealing with your complaint.

  2. At this stage we may provide you with a response to your complaint. If we cannot do so because we feel further investigation of your complaint is required, we will advise you of this and will provide you with a timeframe detailing when you should expect to receive our substantive response.

  3. After our investigation we will send you our substantive response to your complaint. This will include suggestions for resolving the matter.

  4. If you are still not satisfied at this stage, you can write to us again. Your correspondence should be addressed to our Compliance Officer for Legal Practice:


    Compliance Officer for Legal Practice
    Legitimus Solicitors
    New London House
    6 London Street
    London EC3R 7LP
    Email: info@legitimus.co.uk

    If you write to the Principal or file handler, they will escalate your complaint to our Compliance Officer for Legal Practice.

  5. We will acknowledge your correspondence and confirm a timescale within which to respond. We will then let you know the result of the review upon its completion in writing. At this time, we will confirm our final position on your complaint and explain our reasons.


    Professional guidelines require the process covered by paragraphs 1-5 to be completed within 8 weeks; however, it is our aim to resolve the complaint to your satisfaction as promptly as possible.

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: 

  1. Within six months of receiving a final response to your complaint
    and

  2. No more than six years from the date of act/omission; or

  3. 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. Details can be found on the SRA website at www.sra.org.uk or by telephoning 0370 606 2555 or by writing to Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.