Customer Satisfaction

Complaints

We are serious about resolving customer issues fairly and as quickly as possible.

We Can Help

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 future services.
We would also like you to tell us when we have done something well or have surpassed your expectations.
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.

Step 1

Contact the Partner for the department you have been dealing with.

01706 525 053

Or write to us at 61 Dale Street, Milnrow, Rochdale, Lancashire, OL16 3NJ.

Or e-mail us at Belinda.Thomasson@lancslaw.co.uk

When you contact us, you will need to supply the following key information so we can help:

1.  Your name and address.

2. The reason for your complaint.

3. How you think the problem should be resolved.

4. A daytime telephone number so we can contact you to keep in touch
   while we resolve your complaint.

5. Photocopies of any relevant documentation.

6. Please date your letter of complaint.

We Promise To

(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 Still Unhappy

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:

1.  Online complaints. For location see the website www.legalombudsman.org.uk

2. Paper application. Telephone 08456 010 794 to request an application form.

3.  In writing. Write to us within three months of our final decision letter providing:-
   

   1. Reasons why you are dissatisfied with our handling of your complaint and the decision reached.

   2.  Our professional bodies firm reference number: 00405009.

   3. The name of the Partner having conduct with your matter.

   4. A copy of our final decision letter.

The address for written complaints is:

Office of the Legal Services Commission Po Box 6806,
Wolverhampton,
WV1 9WJ

We Promise To

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.

Using your own solicitor or third-party complaint handling company

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;

1. Lancashire Law does not charge you to investigate your complaint

2. 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

3. Lancashire 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

"Thank you so much for helping through a difficult and trying time, you helped us keep our sanity."

Mr and Mrs N Lancaster

"Thank you so much for all your hard work. You've been brilliant"

Miss H and Mr B Oldham

"Many Thanks for all your hard work, it made all the difference to us knowing we could chase you whenever we needed to"

Mrs & Mrs B  Manchester

"We really appreciate your hard work with our claim"

Mr and Mrs C Shaw Oldham

"Just a note to say thanks for all your hard work in my recent claim. Thank You"

Mr B Lancaster

"Just a note to thank you all for the excellent service you provided whilst arranging the purchase of our house. We will not only recommend you to others but hope to use you in the future"

Mr and Mrs M Rochdale

"Just to say a great big thank you for all that you've done in my personal injury claim. You're a star. This is much appreciated"

Mrs S Shaw Oldham