Complaints

Lucas Law Solicitors Complaints Policy

We want you to be happy at all times with the service that Lucas Law have provided but sometimes things do go wrong.  Our Complaints Policy is designed to help you bring your dissatisfaction to our attention so we can look at what has happened, provide you with an explanation and hopefully resolve matters to your satisfaction.

Please be assured that you will not be charged for the work involved in investigating a complaint made by you.

Our Complaints Procedure

Who to contact

  • The stages of our internal Complaints procedure are outlined below.  If we are unable to resolve your complaint through our internal procedures, you can then contact the Legal Ombudsman who is independent and impartial and who has official powers to resolve complaints.  Details of how to contact the Legal Ombudsman also appear below.
  • The relationship with your lawyer is built on trust and openness.  You should be able to talk to your lawyer frankly about all sorts of things so that some complaints (and these are likely to be minor issues) might lend themselves to be resolved by a simple phone call with your lawyer. 
  • However, if you are not comfortable speaking to your lawyer about the problem then please contact the Managing Partner/Supervising Solicitor. 
  • You will find the Supervisor’s details in the “Client Care” letter that you were sent at the start of your case.  The Managing Partner is Timothy Lucas who is also a Solicitor and can be contacted on 029 20210846 at tlucas@nulllucaslaw.co.uk  or at 2h Cornerswell Road, Penarth, Vale of Glamorgan, CF64 2UZ.
  • If the Supervisor and/or Managing Partner is unable to resolve your complaint you can then refer the complaint to the Legal Ombudsman.
  • You can also contact the Legal Ombudsman if 8 weeks have passed since you first made your complaint and your complaint remains unresolved by us.

How to make contact

  • Complaints can be made by telephone, letter, fax and e-mail.  Usually, if your complaint cannot be resolved by the person who is the subject of your complaint, we will ask you to put your complaint in writing.
  • We do not have any set forms that we use to capture your written complaint.  However, if you are having difficulty in putting your complaint in writing then a telephone call will do, during which we will make a note of the issues and then send that to you to ensure we have accurately captured your concerns.  This document will then form the basis of your complaint.   
  • The Legal Ombudsman’s contact details are: The Legal Ombudsman, PO Box 6806, Wolverhampton,WV1 9WJ.  Telephone: 0300 555 0333.  Email: enquiries@nulllegalombudsman.org.uk  Website: www.legalombudsman.org.uk

When to make contact

  • You should contact us as soon as you have a concern about an issue.
  • You should not normally contact the Legal Ombudsman until we have attempted to resolve your complaint through our internal procedure or until 8 weeks have passed since the date when you first made your complaint.  We do not however wish to discourage you from contacting the Legal Ombudsman for further information and advice should you wish to do so.
  • The Legal Ombudsman asks that you contact them within 6 months of your last contact with us.  If your complaint relates to something which occurred more than 12 months ago, the Legal Ombudsman may be unable to investigate it because of the passage of time.

Timescales

  • If a complaint is made to the Supervisor of the person who is the subject of your complaint/the Managing Partner, they will:
    • acknowledge your complaint within 3 working days and
    • provide a substantive response to your complaint within 28 days.
  • If we have to change any of these timescales, we will let you know and explain why.
  • If you complain to the Legal Ombudsman, they will contact you with their timescale for resolving your complaint.
  • Normally, you will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively 3 years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 5 October 2010 or was more than 6 years ago).
  • The Legal Ombudsman has the discretion to accept your complaint outside of the timescales quoted in exceptional circumstances.

How we deal with your complaint

  • If your complaint can be resolved by the Supervisor of the person who is the subject of your complaint/Managing Partner this may, in simple matters, be done by telephone but will otherwise be in writing.
  • An investigation into your complaint will involve a detailed look at your paper and/or electronic file.  We will discuss your complaint with the person who is the subject of your complaint and anyone else who may have been involved in the matter which is the subject of your complaint.
  • The Supervisor/Managing Partner will write to you with a detailed response to all aspects of your complaint.  This will include any proposals for resolution of your complaint.
  • Once the Supervisor/Managing Partner has written to you in an attempt to resolve your complaint, you can if you wish contact him to discuss matters further.  If you are unhappy with our proposals to resolve your complaint (or if 8 weeks have elapsed since you made your complaint), you can at this stage contact the Legal Ombudsman.