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Complaints Policy

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Lloyd Legal Experts are committed to delivering a high-quality service to all of our clients. However, if something does not meet your expectations, we encourage you to let us know as soon as possible. Your feedback helps us improve the services we provide.

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Where possible, we aim to resolve concerns informally. In the first instance, we recommend raising any issues with the solicitor handling your matter, who will do their best to address and resolve the problem. It is helpful if your concerns are set out in writing, although this is not required, you may also choose to discuss the matter with us by telephone, 0800 009 6076. 

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Please note that, to protect client confidentiality, we do not deal with complaints submitted through social media platforms or online review sites.

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If you remain dissatisfied after speaking with your solicitor, or if you would prefer not to discuss the matter with them, you may make a formal complaint under our complaints handling procedure. To do so, please contact Melissa Johnson, Complaints Lead, by writing to:

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Lloyd Legal Experts Ltd
60 Chorley New Road
Bolton

Manchester
BL1 4DA

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Alternatively, you can email: complaints@lloydlegal.co.uk

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Our aim will always be to try and resolve matters as early and detailed as possible, we apprecaite clients have come to us during a difficult moment. 

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Complaint Process

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Stage 1 – Attempt Informal Resolution

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  • Complaint acknowledged within 2–5 working days

  • Attempt informal resolution where appropriate

  • If resolved:

    • Confirm outcome in writing

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Stage 2 – Formal investigation

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Handled by a designated complaints handler (often a partner or compliance officer)

Process:

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  • Written acknowledgement

  • Clarify issues and desired outcome

  • Investigate file and speak to staff involved

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Timeframe

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  • Full response within 8 weeks (if complex issue, details of why and updated timeline)

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Our response will include:

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  • Summary of complaint

  • Findings

  • Decision

  • Remedy (if applicable)

  • Ombudsman signposting

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Stage 3 - Internal review / appeal 

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  • Independent reviewer (not previously involved)

  • Fresh assessment of fairness and outcome

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Stage 4 - Legal Ombudsman

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We will provide details regarding the fact clients can can complain to the Legal Ombudsman if:

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  • The complaint isn’t resolved within 8 weeks, OR

  • They are dissatisfied with the final response

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Key time limits

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  • Within 6 months of final response, AND

  • Within:

    • 1 year of the act/omission, or

    • 1 year from when they should have known about it

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Contact details to complain to the legal ombudsman: https://www.legalombudsman.org.uk/how-to-complain/

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Lloyd Legal Expert Complaints handler role 

 

The firm will appoint:

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  • A Complaints Partner or

  • Compliance Officer for Legal Practice (COLP)

 

Responsibilities:

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  • Oversee investigations

  • Ensure independence

  • Track trends

  • Report systemic issues

 

Remedies and resolution options

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Possible Remedy outcomes (not limited to):

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  • Apology

  • Explanation

  • Reduction or refund of fees

  • Re-doing work (where appropriate)

  • Compensation (minor inconvenience)

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Record Keeping and Monitoring 

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As our standard processes and procedures we, 

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  • Keep a central complaints log

  • Record:

    • Nature of complaint

    • Outcome

    • Time taken

  • Analyse trends

 

We have continous improvement meetings that will incorporate any complaints or feedback 

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  • Monthly  reviews

  • Using complaints to improve systems

  • Identify recurring issues (e.g. delays, communication failures)

  • Update:

    • Training

    • Supervision

    • Processes

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We hope that you never have cause to complain, but should a situation arise we take all complaints and feedback, very serious and will try everything to resolve matters swiftly and fairly. 

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