Complaints
Our complaints policy -
Kelly Family Law Ltd is committed to providing a high-quality service to all clients of the practice. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint that is referred to us.
Our complaints procedure
Our complaints handling manager is Jake May, the Managing Director. If you have a complaint, please let us know, whether by post to this office or by e-mail info@kellyfamilylaw.co.uk. It would be helpful if you could let us know your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, please telephone us instead at 01277 582790.
If you have special needs which we should take into account due to language or disability, please let us know.
To explain to you how long this process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.
Acknowledge the complaint in writing and send a copy of the complaints procedure (if required) within two working days.
Invite you to a meeting or to discuss the issues by telephone within two working days.
Confirm the outcome of the meeting or telephone conversation in writing within three working days of the meeting/telephone conversation.
Investigate the issues within 14 days of receiving the complaint.
If a meeting/telephone discussion is not possible or required:
Investigate the issues and write to you with the outcome within 21 days.
Review and close the complaint within 8 weeks of receiving the complaint.
Legal Ombudsman
If you do not agree with the outcome of our complaints process, or we fail to investigate it within eight weeks, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The address is PO Box 6167, Slough, SL1 0EH, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk
You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors. These will be found at www.sra.org.uk/solicitors/standards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to contactcentre@sra.org.uk.
Kelly Family Law Limited