Complaints

ComplaintsOur client feedback questionnaires tell us that the vast majority of our clients rate our service highly.  However, we accept that there will be rare occasions when a client is dissatisfied with the service we have provided.

We are committed to providing an efficient, professional and courteous service to all our clients.

Any expression of dissatisfaction about the service you have received from Melanie Lazarus & Co Solicitors will be considered seriously.

If you believe that we have failed to provide an acceptable standard of service, we would ask you to set out your complaint in writing to the Director of the Practice Melanie Lazarus.  Your complaint will either be investigated by Melanie Lazarus in person or by an external organisation appointed by the Company. You will be contacted to discuss your problem/issue. If the complaint is of a serious nature, it will help if you could put your complaint in writing, explaining what action you want us to take. We will then write to you regarding the complaint and will discuss what we intend to do about it. This will be of no extra cost to you.

If you are not satisfied with the response, then you have the right to have the complaint independently looked at by the Legal Ombudsman.

The Legal Ombudsman expects complaints to be made to them within six years from the date of the problem happening or within three years from when you should have known about the complaint.  The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.  The Legal Ombudsman’s contact details are as follows:-

Telephone number 0300 555 0333

Website: www.legalombudsman.org.uk

Postal Address:

Legal Ombudsman
PO BOX 6806
Wolverhampton
WV1 9WJ
 

Email: enquiries@legalombudsman.org.uk