Complaints Handling Policy & Procedure

Our complaints policy

As a customer of legal services you have the right to expect the highest possible standards of service and fairness from your lawyer. We are committed to providing a high-quality legal service to all our clients. If however for whatever reason you have not been satisfied with our service, you must let us know as soon as possible so that we can resolve your concerns.

Our Complaints procedure

If you have a concern about an issue, it helps the process if you can act as quickly as possible from the time when you realised there was a concern.

Please put the full details of your complaint in writing if you have not already done so (this can be by letter or e-mail).

What will happen next?

  1. We will write to you by letter or e-mail acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve our Principal Kyriacos Kyriacou reviewing the file and considering your concerns.
  3. Kyriacos will send you a detailed written reply to your complaint, including his suggestions for resolving the matter within 28 days of sending you the acknowledgement letter/e-mail.
  4. At this stage, if you are still not satisfied, you should contact us again. Kyriacos will review his decision in the light of anything further you may wish to add and get back to you in writing within 21 days.
  5. If after this you remain unhappy with the way your complaint has been handled or if we have been unable to resolve the complaint to your satisfaction, you can raise the matter with the Legal Ombudsman. Your complaint to the Legal Ombudsman must be made:
    • Within six months of receiving a final response to your complaint; and
    • No more than six years from the date of act/omission; or
    • No more than three years from when you should reasonably have known there was cause for complaint. 

      If you would like more information about the Legal Ombudsman, please contact the Legal Ombudsman. Contact details:Visit: www.legalombudsman.org.uk
      Call: 0300 555 0333 between 9am to 5pm.
      Email: enquiries@legalombudsman.org.uk
      Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

      Please note however that the Legal Ombudsman service is only available to members of the public, very small businesses, charities, clubs and trusts.

  6. If we have to change any of the timescales above, we will let you know and explain why.
  7. Please note that you are welcome to request a meeting with Mr Kyriacou with a view to resolving this matter during any stage of the complaints procedure.

LK Baltica Solicitors