We are serious about resolving customer issues
fairly and as quickly as possible.
At Lancashire Law we want to keep our clients happy, but
we realise that we sometimes make mistakes. If you tell us
about a problem, we will try our best to put it right. We
appreciate your feedback as it can help us to improve our
We would also like you to tell us when
we have done something well or have surpassed your
This guide tells you the steps to follow to
make a complaint, including any concerns you may have
regarding your bill. This guidance tells you who to contact
at each stage of the complaints process.
Contact the Partner for the department you have been dealing
01706 525 053
Or write to us at 61 Dale Street, Milnrow, Rochdale,
Lancashire, OL16 3NJ.
Or e-mail us at
When you contact us, you will need to supply the following
key information so we can help:
name and address.
The reason for your complaint.
How you think the problem should be resolved.
A daytime telephone number so we can contact you to keep
while we resolve your complaint.
Photocopies of any relevant documentation.
Please date your letter of complaint.
(a) let you know within seven days that we have
received your complaint.
(b) keep you informed on the
progress of your complaint.
(c) resolve your complaint as
quickly as possible.
If we are unable to resolve your
complaint in four weeks and we need more time, then we will
let you know and advise you of the proposed time scale for
our response to your complaint.
If you are unhappy with our decision in relation to your
complaint, you should write to the Legal Services Ombudsman
for England and Wales who will view the way that we have
investigated your complaint. The Ombudsman can determine if
we are required to reinvestigate your complaint or can
formally criticize us for our conduct. If the Ombudsman
considers that you have been distressed or inconvenienced by
the handling of your complaint, they can recommend that we
pay you compensation.
You should write to the Ombudsman
within three months of receiving our written decision in
response to your complaint.
You can make a complaint
using the following three methods:
For location see the website
Paper application. Telephone 08456 010 794 to request an
In writing. Write to us within three
months of our final decision letter providing:-
Reasons why you are dissatisfied with our handling of your
complaint and the decision reached.
bodies firm reference number: 00405009.
The name of
the Partner having conduct with your matter.
A copy of
our final decision letter.
The address for written
Office of the Legal Services Commission Po
We will keep you informed of progress and aim to send you
our final response to your complaint within eight weeks of
the date you originally complained to us. In many cases we
will do this a lot quicker. If we cannot, we will write to
you explaining why we have not completed our investigations
and telling you when we will have done so.
Employing a third-party complaint handling firm or a
solicitor or financial adviser does not affect how we review
your complaint. However, please be aware that;
Lancashire Law does not charge you to investigate your
Lancashire Law will not be liable for any
costs incurred if you decide to employ a third party to
handle your complaint during this review
Law in general will only make payment directly to you (the
client) if your complaint is upheld and redress is due
Customer Satisfaction Lancashire Law Solicitors Rochdale UK