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NLS Legal Complaints Handling Procedure

We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to providing high quality legal advice and client care and aim to offer all our clients an efficient and effective service. However, if our clients would like to discuss how the service to them could be improved, or should there be any aspect of our service with which they are not satisfied, we ask them to speak to the lawyer dealing with their case or to contact the person in our firm responsible for Complaints Handling: Laura Pinkney, Head of NLS Legal by email: [email protected], by post to NLS Legal, Chaucer Building, Goldsmith Street, Nottingham, NG1 5LT or by phone on 0115 848 6841.

We are keen to resolve any concerns as soon as possible and in order to do this, we will follow this complaint handling procedure. If it is possible to resolve the complaint on an informal basis, we will endeavour to do so. However, if the client wishes to proceed to a formal complaint, the following procedure will be followed:

Step One

If the client has not already done so, we ask them to let us know the full nature of the problem.

Step Two

Our Complaints Handling Representative will write to the client acknowledging the complaint within five (5) working days of receipt. In this letter, we will clarify our understanding of the complaint and what the client would like by way of resolution. We will also confirm what happens next and provide information on timescales.

Step Three

Our Complaints Handling Representative will then investigate the matter by reviewing the matter file and speaking to the member(s) of staff concerned within fifteen (15) working days of acknowledging receipt of the complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this together with the reason why and giving a revised timescale.

Step Four

Once the initial investigation has been completed, our Complaint Handling Representative will send the client a detailed, written response, including any proposed solution within twenty (20) working days of receiving the complaint or in line with any revised timescale provided.

Step Five

If the client is satisfied with our response following the above steps, that will be the end of the matter.  However, if the client is not satisfied, they will be invited to contact our Complaints Handling Representative again and they will arrange for another senior member of staff who is unconnected with the matter to review the decision. They will write to the client within ten (10) working days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.

Step Six: Other avenues

Clients must always try complaining to us first. In most cases they will not be able to take their complaint further without allowing us the opportunity to put things right.

Legal Ombudsman

We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.

Clients are free to refer any complaint about our work, fees, or level of service to the Legal Ombudsman but there are some conditions and time limits. Please be aware that the Legal Ombudsman expects complaints to be made to them:

  • within six (6) months of receiving a final response to your complaint; and
  • no more than one (1) year from the date of the act/omission you are concerned about; or
  • no more than one (1) year from when you should reasonably have known there was cause for complaint.

For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6167, Slough, SL1 0EH.

Alternative Approved Complaints Bodies

Alternative approved complaints bodies such as ProMediate exist, which are competent to deal with complaints about legal services, if we both agree, but as you are able to use the services of the Legal Ombudsman, we do not intend to use their scheme.

Solicitors Regulation Authority

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit their website: Reporting an individual or firm

Further Information

For further information about our complaint handling procedure, please do not hesitate to contact Carlota Gonzalez Laynez (Head of NLS Operations) by email: [email protected], by post to NLS Legal, Chaucer Building, Goldsmith Street, Nottingham, NG1 5LT, or by phone on 0115 848 4174.

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