We want to hear if something has gone wrong. Most problems can be fixed quickly once we know about them, and complaining will not affect how we deal with your case.
Complain to us first
Please raise it with the person handling your matter. If you would rather not, or you are unhappy with their answer, contact the director responsible for complaints:
- Email hello@lchlegal.co.uk with "Complaint" in the subject line
- Call 0161 496 0123
- Write to LCH Legal Ltd, Suite 4, 23 Stevenson Square, Manchester M1 1DN
Tell us what went wrong and what you would like us to do about it. If you need help making a complaint, or need us to make adjustments, let us know.
What happens next
- We will acknowledge your complaint in writing within 3 working days.
- Someone not involved in your matter will look into it. They may ask you for more information or to meet.
- We will send you our full written response within 8 weeks of receiving your complaint. If it will take longer, we will tell you why.
Making a complaint is free.
The Legal Ombudsman
If you are not happy with our final response, or we have not resolved your complaint within 8 weeks, you can ask the Legal Ombudsman to look into it. The Ombudsman is independent and its service is free.
You must contact the Ombudsman:
- within six months of our final response, as long as that response told you about the Ombudsman and this six month limit, and
- no more than one year from the act or omission you are complaining about, or from when you should reasonably have known there was cause to complain.
The Ombudsman can usually help individuals, very small businesses, charities, clubs and trusts.
- Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
- Phone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
- Website: www.legalombudsman.org.uk
Concerns about our conduct
The Legal Ombudsman deals with poor service. If you think we have behaved dishonestly or unethically, for example by taking advantage of you or misusing your money, you can raise it with the Solicitors Regulation Authority at www.sra.org.uk.
Complaints about our bill
If your complaint is about our bill, you may also be able to apply to the court for an assessment of it under Part III of the Solicitors Act 1974. Strict time limits apply, usually one month from the date of the bill if you want an assessment as of right. If you apply to the court, the Legal Ombudsman may not be able to consider the same complaint.