Skip to content
Arrested, under investigation or called for interview? Our lines are open 24/7. Call 07501 792925
LP Evans Solicitors & Advocates 020 7183 5765
HomeAboutServices
CrimeFraudConfiscationDrug OffencesSexual OffencesTerrorism
TeamFundingNewsContact 24/7 — 07501 792925

Home  /  Complaints

Complaints

Complaints procedure.

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it — it helps us improve our standards.

Our complaints procedure

If you have a complaint, please contact Mr Yaqub Hussain, our complaints officer, by post to 107 Fleet Street, 2nd Floor, Suite 223, London EC4A 2AB, or by email to y.hussain@lpevans.com. If we have to change any of the responsibilities or the timescales set out below, we will let you know and explain why.

What will happen next

  1. Within three working days we will confirm to you in writing acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person dealing with your complaint.
  2. We will then record your complaint in our central register and open a file for it. We will also investigate your complaint by examining the relevant file.
  3. If appropriate we will then invite you to meet the relevant partner to discuss and hopefully resolve your complaint. We would hope to meet with you no longer than 14 working days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write to you fully setting out our views on the situation and any redress we would feel to be appropriate.
  4. Within four working days of any meeting we will write to confirm what took place and any suggestions we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
  5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision, generally within 10 working days, in one of the following ways:
    • the partner will review his or her own decision;
    • we will arrange for someone in the firm who has not been involved in your complaint to review it;
    • the managing partner will review your complaint within 10 working days;
    • we will ask our local law society or another local firm of solicitors to review your complaint — we will let you know how long this will take;
    • we will invite you to agree to independent mediation — we will let you know how long this will take.
  6. We will let you know the result of the review within five working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied

You can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, or call 0300 555 0333. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. Further guidance is available at legalombudsman.org.uk.

If you think a solicitor might be dishonest, or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority. See sra.org.uk/consumers/problems/report-solicitor. There are no time limits for making a report, but there are limits on what the SRA will consider. The SRA is not able to deal with issues of poor service — those should instead be referred to the Legal Ombudsman. For further information about the SRA’s role, see sra.org.uk/consumers.

LP Evans Solicitors are authorised and regulated by the Solicitors Regulation Authority. SRA number: 563520.

Email us Call 24/7