Complaints Procedure

Sussex Law Ltd is committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to achieve an acceptable standard of service, we want you to tell us.  We will investigate your concerns objectively and try to generate a positive and speedy solution.

What To Do If You Have A Complaint About The Service We Have Provided Or The Handling or Storage of Your Personal Data

If you are not happy with the service provided to you and/or the handling or storage of your personal data, you should contact the person normally dealing with your case or their supervising partner or manager. The name of the supervising partner or manager will be found on your initial correspondence or, if you don’t have this, then please contact our reception team. You can contact us in writing or by telephone.

01273 561312 – info@sussexlawsolicitors.co.uk

To help us to respond to your concerns promptly please include the following details:

  • Your full name and contact details
  • Your file reference number
  • What you think we have got wrong
  • What you hope to achieve as a result of your complaint

The person handling your case and the supervisor or manager will carry out an investigation into your complaint and provide you with a response within 15 business days.  If the matter is complex and it takes longer to deal with your complaint, they will let you know as soon as possible and give you an approximate timescale of when you can expect a response.  They may suggest a telephone call or meeting to discuss matters.  If you have a preference for how they communicate their response to you please let them know.

If, following that response you remain dissatisfied you may escalate your complaint to The Practice Manager by email,  steve.cole@sussexlawsolicitors.co.uk or by writing to:

  • Sussex Law Solicitors
  • 45 Ladies Mile Road
  • Patcham
  • Brighton
  • BN18TA

The Practice Manager will carry out an investigation and aim to resolve matters with you on an amicable basis. Please note that The Legal Ombudsman allows us a period of eight weeks from receipt of your complaint to try and resolve matters with you before they will agree to investigate a complaint.

Referral to the Legal Ombudsman

If you are not satisfied with the final response from our Client Care  Team, you may refer your complaint to the Legal Ombudsman. They expect complaints to be brought to them within six years of the date of the act/omission about which you are concerned, or three years from when you reasonably should have known about a complaint. The Legal Ombudsman will usually only agree to investigate where they have been contacted within six months of our final response to the complaint.

The Legal Ombudsman’s contact details are as follows:

Telephone: 0300 555 0333 (international: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Website: www.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