Land Law

Land Law Solutions Complaints Procedure

Our Commitment

We value our Clients and 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. This will allow us to improve our standards.

Our Complaints Procedure

If you have a complaint, please contact us with details, addressing your letter/email to Heather Palmer, the Principal of the firm, or call her on 01748 880 173

What will happen next?

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain any additional details that may be needed. You can expect to receive our letter within two days of us receiving your complaint.
  2. We will, within a day of receiving your complaint, record your complaint in our central register and start to investigate your complaint. This will normally involve us securely sending the whole file to our external Complaints Analyst who is an outside independent person suitably qualified to consider your complaint. Please be assured that we have a strict Confidentiality Agreement with our external Complaints Analyst and your file will always be dealt with in absolute confidentiality. There is no charge to you for this analysis.
    The independent Complaints Analyst will report back to us and we will then, within 21 days of your complaint, send you a detailed written reply including their suggestions which we hope will resolve your complaint. If we cannot reply within 21 days, we will write to you indicating why and when you can expect our reply.
  3. This response will be our final position on your complaint and will explain our reasons for our findings.
  4. If you remain unhappy at this point, you will now have the right to complain about our service to the Legal Ombudsman whose details are as follows:
    • The Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ;
    • Helpline number 0300 555 0333 (calls are charged at local rate and will be recorded);
    • If you are calling from overseas, please call +44 121 245 3050;
    • For the minicom call 0300 555 1777;
    • email
    • Please note the Legal Ombudsman may not deal with a complaint about a bill if you have applied to court for assessment of that bill.

The Legal Ombudsman is a free and independent service and will investigate complaints about service issues with lawyers. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of the conclusion of our Complaints Procedure.

Alternative complaints bodies (such as ProMediate ) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme for your particular complaint.

Reviewed November 2018