Introduction

Our aim is to provide a service with which you will be satisfied. Any expression of dissatisfaction about the service you have received from Lumine Law Ltd will be considered seriously and we will ensure that we respond as promptly as possible to any complaints.

We are fully committed to providing a professional and efficient service to all our clients. If you, however, feel that we have failed to achieve an acceptable standard of service we would want you to express this to us. We are always seeking to improve our quality of service. Our policy is to always investigate any concerns objectively and try to achieve a positive, acceptable and timely solution.

What to do If you have a complaint about the service we have provided

It is appreciated that on some occasions your expectations may not be met or that you may have a query or concern or simply be dissatisfied. You are entitled to complain about the services that we provide to you.

As a first step, you can raise any concerns or complaints with the solicitor dealing with your matter directly. We will subsequently carry out an investigation and will provide a proposed solution within thirty working business days or sooner if practically possible. If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If appropriate and deemed to be helpful, we may suggest a meeting to discuss the matter.

Referral to the Legal Ombudsman

If you are not satisfied with our final response to your complaint, you also have the right to make a complaint to the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ, telephone number: 03005550333, email address: enquiries@legalombudsman.org.uk, website: www.legalombudsman.org.uk).

There are time limits for making a complaint to the Legal Ombudsman. Ordinarily, you can ask the Legal Ombudsman to look at your complaint if it meets all three of the conditions below:

• The problem or when you found out about it, happened after 5 October 2010; and
• You refer your complaint to the Legal Ombudsman within either of the following:
  6 years of the problem happening; or
  3 years from when you found out about it; and
• You refer your complaint to the Legal Ombudsman within 6 months of Lumine Law Limited’s final response to your complaint.

If you require us to explain, or provide further details about, any of the points set out in this procedure, please do not hesitate to contact us.