Complaints Procedure
Proelium Law LLP | The UK’s foremost legal authority on high-risk jurisdictions and specialist risk services
If you are dissatisfied with the service we have provided you have the right to complain and the process is quite straightforward.
In the first instance you must register an official complaint with us. Please contact the solicitor dealing with your matter, or the supervising matter Partner. Their names and contact details will be in the engagement letter you received when you first instructed the firm on the relevant matter. We are happy to deal with your complaint by informal discussion or in writing, at your choosing.
If you are not satisfied with our response to your complaint, you can go to the Legal Ombudsman. Full details of the process are available from the Legal Ombudsman website (www.legalombudsman.org.uk) or can be obtained by calling 0300 555 0333 or emailing [email protected]. The postal address is Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ.The Legal Ombudsman can only consider complaints from a specific type of client.
In addition the Legal Ombudsman can only consider complaints made within certain time limits, generally 6 months from the date of our final response letter. Please refer to the Legal Ombudsman website for full details.If your complaint relates to fees you may be entitled to have them reviewed by the court by applying for an assessment of the bill under Part III of the Solicitors Act 1974. If you take advantage of this procedure within a month from the date of our invoice, your right to a detailed assessment is unconditional.
If you delay beyond a month the court may impose conditions. Once a year has elapsed since the date of the bill you will lose the right to a detailed assessment unless there are special circumstances.
Alternatively, if you consider that we have breached a regulatory obligation, you may refer the matter directly to the SRA here: https://www.sra.org.uk/consumers/problems/report-solicitor/. The postal address is Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN. You may also telephone them on 0370 606 2555 or email them at [email protected].
