Complaints Procedure
We are committed to providing a high standard of service and value your feedback. If you are dissatisfied with any aspect of the service you have received, please let us know so we can address your concerns promptly and fairly.
How to raise a complaint
If you would like to talk to us about how we could improve our service to you or raise a concern about the service you are receiving, please contact:
Bruce Chapman, Head of Legal Practice, Roger Lugg & Co, 12-14 High Street, Caterham, Surrey CR3 5UA
If you would prefer to submit your complaint to another person in the firm or in an alternative format, please let us know.
What you can expect
We will consider any complaint carefully and fairly according to our complaint procedure.
- We will acknowledge your complaint within five business days of receiving it.
- We aim to provide a full response as soon as possible and within eight weeks.
We will aim to resolve your concerns as quickly as possible and we will keep you updated throughout the process. If we believe we cannot respond fully within the eight-week timeframe, we will explain why and let you know when you can expect a final reply. Please rest assured that there is no charge for making a complaint or for our handling of a complaint.
If you remain dissatisfied
If you are not satisfied with our final response, or we have not resolved your complaint within eight weeks, you can refer the matter to the Legal Ombudsman. This is an independent and free service for resolving complaints about legal services. Making a complaint or referral to the Ombudsman will not affect how we handle your matter.
To make a complaint to the Legal Ombudsman, you must;
- refer the complaint to the Legal Ombudsman no later than:
- one year from the act/omission that forms the basis of your complaint; or
- one year from when you should reasonably have known there was cause for complaint; and
- make the referral to the Legal Ombudsman within six months of the date of our final written response to you.
Contact details for the Legal Ombudsman
T: 0300 555 0333
E: enquiries@legalombudsman.org.uk
Legal Ombudsman, PO Box 6167, Slough SL1 0EH.
If your complaint relates to professional misconduct, rather than our service and you are not satisfied with our response, you should contact our regulator ICAEW. Further information about how to make a complaint is available on their website: How to make a complaint | ICAEW.