Complaints procedure
If at any point you become unhappy or concerned about the service we have provided, please tell us immediately so we can do our best to put it right. You have the right to complain about our service or our charges, and making a complaint will never affect how we handle your case.
How to raise a concern
In the first instance, it often helps to contact the person working on your case to discuss your concerns; most issues can be resolved quickly this way.
If you would rather make a formal complaint, or the informal route has not resolved things, you can lodge your complaint in writing by email or letter. We strive to make the process accessible to everyone, including those with special needs or requirements; tell us what would help and we will accommodate it.
Complaints are handled by our designated complaints handler:
Chris Dias
chris.dias@lawyery.co
Lawyery Limited, 3 Waterhouse Square, 138-142 Holborn, London EC1N 2SW
Our internal process
When we receive your written complaint, we will acknowledge it within 3 working days and tell you who is handling it.
Your complaint will be investigated thoroughly, by a more senior team member where necessary to ensure an objective view. We aim to complete the investigation within 14 working days.
After the investigation we will contact you to discuss the outcome and propose a resolution. We aim to resolve all complaints to your satisfaction within 8 weeks of the complaint being raised.
If the complaint cannot be resolved sooner, you will receive a final written response within 8 weeks, setting out our conclusions and any actions taken.
If we cannot resolve it
If we are unable to resolve your complaint, the Legal Ombudsman can look at it independently. Doing so will not affect how we handle your case. Before accepting a complaint, the Ombudsman will check you have tried to resolve it with us first.
You must take your complaint to the Legal Ombudsman within six months of receiving our final response, and no more than one year from the act or omission complained about, or one year from when you should reasonably have known there was cause for complaint.
legalombudsman.org.uk
Telephone: 0300 555 0333
The SRA can help if you are concerned about our behaviour, for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic.
Lawyery Limited is authorised and regulated by the SRA, number 8001894.
Feedback, good or bad, makes us a better firm. Email chris.dias@lawyery.co or call +44 (0)20 3576 1275.
Contact the complaints handler
lawyery