Our Complaints Policy and Procedure
Peter Lynn and Partners is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
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. Please address your concerns to Peter Lynn, Peter Lynn and Partners, 2nd Floor, Langdon House, Langdon Road, Swansea, SA1 8QY.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within ten working days of our receiving the complaint, enclosing a copy of this procedure. If you have special requirements due to a disability, please let us know and we shall do our best to accommodate any alternative arrangements you may require.
- We will then investigate your complaint. Initially the complaint will be referred to the solicitor involved to try and remedy the situation with you, however if this does not resolve the matter your complaint will then be passed to our complaints handling partner, Peter Lynn, who will review your file and investigate the matter further.
- Peter Lynn will then, within 28 days of the acknowledgement letter, send you a detailed written reply to your complaint, including his suggestions/decisions for resolving the matter.
- At this stage, if you are not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
- We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can then contact the Legal Ombudsman using the details shown below.
- If we have to change any of the timescales above, we will let you know and explain why, however you should note that we have up to 8 weeks in which to resolve your complaint.
- Please note that all complaints will be dealt with promptly, fairly and free of charge.
Please Note before contacting the Legal Ombudsman;
- If your complaint is specifically about our bill, you have the right to object to it and apply for an assessment of it under part III of the Solicitors Act 1974. If you should choose to exercise this right, and the court is assessing our bill, you may be unable to use the Legal Ombudsman service.
- If you are complaining as a business client, unless you are a “micro business” (as defined by the European Union), you may not be able to use the Legal Ombudsman scheme, and should check the guidance on Legal Ombudsman’s website.
- If you refer your complaint to the Legal Ombudsman as a trustee/personal representative (executor/administrator) or beneficiary of the estate/trust of a person who, before they died, had not referred the complaint to the Legal Ombudsman the period runs from when the deceased should reasonably have known there was cause for complaint; and when the complainant (or the deceased) should reasonably have known there was a cause for complaint will be assessed on the basis of the complainant’s (or deceased’s) own knowledge, disregarding what the complainant (or the deceased) might have been told if he/she had sought advice.
- If the ombudsman considers there are exceptional circumstances (e.g. serious illness or you were still within the time limits when you made your initial complaint to them) then he/she may extend any of the above time limits to the extent that he/she considers fair.
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ