Complaints Procedure

At Gilberts Law, we are committed to providing the highest standard of service to our clients. However, if you are dissatisfied with any aspect of our service, we encourage you to raise your concerns with us. This Complaints Procedure outlines the steps we take to   address and resolve complaints promptly and fairly.

1. How to Raise a Complaint

You can raise a complaint with us by:

• Email: Send your complaint to steven@gilbertslaw.co.uk

Please include the following details when submitting your complaint:

• Your name and contact information.
• A description of the issue.
• Relevant dates, names of staff involved, and any supporting documents.

2. What Happens Next?

2.1. Acknowledgment of Your Complaint

• We will acknowledge receipt of your complaint within 5 business days.
• At this stage, we may ask for further information or clarification to fully understand the issue.

2.2. Investigation

• Your complaint will be thoroughly investigated by a senior member of staff or the person best suited to address the issue.
• We aim to complete our investigation and provide a response within 20 business days. If more time is required, we will inform you of the reasons for the delay and provide a revised timeline.

2.3. Response

• Once the investigation is complete, we will provide you with a written response. This will include:
  • A summary of your complaint.
  • The findings of our investigation.
  • Any proposed resolution or remedial action.

3. If You Are Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to an external body. Depending on the nature of the       issue, the following options may be available:

3.1. Legal Ombudsman

• If your complaint relates to a legal matter, you can contact the Legal Ombudsman.
• You must refer your complaint to the Legal Ombudsman:
  • Within six months of receiving our final response.
  • And no later than six years from the date of the act/omission or three years from when you should reasonably have known about the issue.
• Contact details for the Legal Ombudsman:
  • Website: www.legalombudsman.org.uk
  • Email: enquiries@legalombudsman.org.uk
  • Phone: 0300 555 0333
  • Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

3.2. Other Regulatory Bodies

If your complaint relates to an issue outside the scope of the Legal Ombudsman, we will provide guidance on the regulatory body to contact

4. Confidentiality

We treat all complaints with the utmost confidentiality. Information relating to your complaint will only be shared with individuals       directly involved in resolving the matter and, if necessary, with external bodies such as the Legal Ombudsman.

5. Continuous Improvement

We value feedback from our clients as it helps us improve our services. All complaints are logged and reviewed periodically to identify trends or areas where additional training or procedural changes may be beneficial.

6. Contact Us

If you have any questions about this Complaints Procedure or wish to raise a concern, please contact us:

steven@gilbertslaw.co.uk

We are committed to resolving your concerns promptly, transparently, and with the professionalism you expect from Gilberts Law.

Last Updated: 24th of January 2025