Our Complaints Policy

OLS Solicitors is committed to providing a high-quality legal service to all our clients. When something goes
wrong, we want you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can
be addressed.

How to Submit Your Complaint

Please address your concerns in writing to:

Or via email:
[email protected]

Please note:

• If your complaint relates to Ms Davies, we will arrange for another suitably qualified person to handle your
  complaint or alternatively we may ask an independent external complaint handling organisation to investigate
  it.
• We may also ask an independent external complaint handling organisation to investigate a complaint in certain
  circumstances, and you would be informed of this prior to any investigation taking place. All relevant timings
  shown below would still apply in this case.

What Will Happen Next?

1. We will review your submission and acknowledge receipt of your complaint within five working days. If you have
   special requirements due to a disability, please let us know so we can accommodate alternative arrangements.
2. We will then investigate your complaint. This will normally involve passing it to our complaints handling
   partner, Lara Davies, who will review your matter file and speak to the member of staff who acted for you.
3. Lara Davies will respond to you in writing or by phone within 14 working days of sending the acknowledgement.
   If a call takes place, she will write to you within seven working days to confirm what was discussed and any
   agreed solutions.
4. A detailed written reply to your complaint, including any proposed resolution, will be sent within 21 working
   days.
5. If you remain dissatisfied, please contact us again explaining why you are unhappy with our response, and we
   will review your comments.
6. We will write to you within 14 working days of receiving your request for a review, confirming our final
   position and explaining our reasons.
7. If you are still not satisfied, you may contact the Legal Ombudsman using the details below.

Please note: Our timescales may be amended depending on the complexity of the matter. If this
happens, we will notify you and explain why.

What to Do If We Cannot Resolve Your Complaint

The Legal Ombudsman can help if we are unable to resolve your complaint within eight weeks of it being made.
They will review your complaint independently, and this will not affect how we handle your case.

Before accepting a complaint, the Legal Ombudsman will check that you have tried to resolve the issue with us
first.

You must refer your complaint to the Legal Ombudsman:

• Within six months of receiving our final response

Complaints must be made to the Legal Ombudsman within one year of the act or omission complained about, or within
one year of when you realised there was a concern.

Legal Ombudsman Contact Details

• Website:
  
  www.legalombudsman.org.uk
  
• Telephone: 0300 555 0333 (9am – 5pm)
• Email: [email protected]

Please Note Before Contacting the Legal Ombudsman

1. If your complaint relates specifically to our bill, you may apply for an assessment under Part III of the
   Solicitors Act 1974. If the court is assessing the bill, you may be unable to use the Legal Ombudsman service.
2. If you are a business client and not a “micro-business” (as defined by the EU), you may not be eligible to use
   the Legal Ombudsman scheme.
3. If you are a trustee, personal representative, or beneficiary, time limits are assessed based on when the
   deceased or complainant reasonably became aware of the issue.
4. The Ombudsman may extend time limits in exceptional circumstances, such as serious illness.

Alternative Dispute Resolution

Alternative complaints bodies such as ProMediate exist and are ADR certified to deal with complaints about legal
services.

We do not agree to use ProMediate, as the Legal Ombudsman already operates in a similar way.

The Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour, such as dishonesty,
misuse of client money, or unfair treatment due to age, disability, or other protected characteristics.

You can raise concerns directly with the Solicitors Regulation Authority.