Our complaints policy
Kenwright & Lynch 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.
Our complaints procedure
If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact us as soon as you are aware of the problem so this can be addressed. Robyn Lynch is available at robyn.lynch@kls-law.com or 2 Mitcham Road, London SW17 0TF
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Robyn Lynch, who will review your matter file and speak to the member of staff who acted for you.
3. Robyn Lynch may then invite you to a meeting to discuss and, it is hoped, resolve your complaint.
4. Within three days of any meeting, Robyn Lynch will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting or it is not possible, Robyn Lynch will send you a detailed written reply to your complaint, including her suggestions for resolving the matter
6. At this stage, if you are still 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.
7. We will write to you after receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6167, Slough SL1 0EH or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within twelve months of your receiving a final written response from us regarding your complaint, or within a year of the act or omission about which you are complaining occurring or your becoming aware of it. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.
If we have to change any of the timescales above, we will let you know and explain why.
The Solicitors Regulation Authority (SRA) Service issues will not be dealt with by the SRA. However, the SRA will investigate concerns about dishonesty or breaches of its Principles.
The SRA can be contacted at:
Address: The Cube199 Wharfside Street Birmingham B1 1RN
Telephone: 0370 606 2555
Email: report@sra.org.uk