Complaints Procedure

Latitude Law is committed to providing a high-quality legal service to all our clients. When something goes wrong we need to know. This will help us to maintain and improve our standards.

If you are unhappy about any aspect of the service you have received, then you may access our complaints procedure, which is set out below:

If you perceive a problem with our service, please communicate the details to us in whichever way suits you best. You can contact the solicitor or caseworker handling your case on 0044 161 234 6800, by email or by post to our office. This is when we will send you – either by email or post within 2 working days – a copy of this complaints procedure. Your solicitor/caseworker may call you to discuss your complaint, and try to resolve it with you. We will record your complaint in a central register, and we aim to resolve it within 14 days. We may require you to provide further information in relation to your complaint and any such request must be treated as a priority by you, to allow us to deal with your problem as efficiently as we can.

If your complaint remains unresolved, your solicitor/caseworker will write to you to acknowledge your complaint, which will be notified to Gary McIndoe, who is a solicitor and managing director of Latitude Law, to enable him to monitor progress and ensure a full response within a further 21 days. If your complaint is about Gary McIndoe, he will deal with it initially, but if Gary is unable to resolve it to your satisfaction your complaint will be considered by our Practice Manager, Claire Livesey, who is also a solicitor.

We hope that we can resolve your complaint within Latitude Law. If not, you may notify your complaint to the Legal Ombudsman. You must contact the Ombudsman within 6 months of the end of our internal procedure, or if we haven’t responded within 8 weeks of your complaint. Their contact details are as follows:

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Tel 0300 555 1777

enquiries@legalombudsman.org.uk

Please remember: however your complaint proceeds, our sole intention will be to investigate the issues thoroughly, and, should they be substantiated, resolve your complaint to your complete satisfaction.