Complaints Procedure

Our Commitment to Service

At Sussex Law Solicitors, we are committed to providing a high-quality legal service to all our
clients. We take any expression of dissatisfaction seriously and will do our best to resolve any
issues you may have.

If something goes wrong, we need you to tell us about it. This will help us to improve our standards
and ensure that any problems are put right.

How to Make a Complaint

In the first instance, please contact the person dealing with your matter. They will try to resolve
the issue for you. If you are not satisfied with their response, or if you would prefer to make a
formal complaint, please contact:

What We Will Do

Stage 1: Acknowledgement

We will acknowledge your complaint in writing within 3 working days, confirming who
will be investigating it and when you can expect a full response.

Stage 2: Investigation

We will investigate your complaint thoroughly. This will usually involve:

• Reviewing your file and relevant correspondence
• Speaking to the staff members involved
• Contacting you by telephone or arranging a meeting if helpful

Stage 3: Response

We will send you a detailed written response within 21 days of
acknowledging your complaint. If we are unable to provide a full response within this timeframe, we
will contact you to explain why and when you can expect to hear from us.

Our response will include:

• A summary of your complaint
• The results of our investigation
• What, if any, action we propose to take
• Your options if you remain dissatisfied

Stage 4: Review (If Required)

If you are not satisfied with our response to your complaint, please let us know. A senior partner
who was not previously involved will review the matter and respond to you within a further
14 days.

Legal Ombudsman

If you have exhausted our internal complaints procedure and are still not satisfied, you may be able
to refer your complaint to the Legal Ombudsman:

The Legal Ombudsman has time limits for accepting complaints:

• Within 6 months of receiving our final response to your complaint
• Within 6 years of the act/omission, or within 3 years of when
  you should reasonably have known there was cause for complaint

Solicitors Regulation Authority

If your complaint relates to our behaviour or conduct rather than our service, you may wish to
contact the Solicitors Regulation Authority (SRA). The SRA can help if you are concerned about
dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability
or other characteristic.

Alternative Dispute Resolution

Alternative dispute resolution (ADR) is a way of resolving disputes without going to court. We are
willing to consider ADR as a means of resolving complaints where appropriate. Please contact us if
you would like to discuss this option.

Recording Complaints

We keep records of all complaints and review them regularly. This helps us to identify any recurring issues and improve our services. All information relating to complaints is treated confidentially.