Complaints procedure

LB Solicitors is committed to providing a high-quality legal service. If at any point you become unhappy with the service we have provided, or with the bill, please let us know as soon as possible so we can do our best to resolve the matter.

Step 1 — Speak to Lucy

In the first instance, please raise your concern directly with Lucy Brakewell, either by phone on 01603 850132 or by email at lucy@lb-solicitors.co.uk. Many concerns can be resolved quickly through a conversation.

Step 2 — Formal complaint in writing

If your concern is not resolved informally, you can make a formal complaint in writing. Please address your complaint to:

Lucy Brakewell, LB Solicitors Ltd
Riverside Business Centre
61-63 Riverside Road
Norwich NR1 1SR

Or by email to lucy@lb-solicitors.co.uk.

What happens next

We will acknowledge your complaint within 5 working days of receipt.
We will investigate and provide a full written response within 8 weeks.
If for any reason we cannot resolve your complaint within 8 weeks, we will write to you to explain why.

Step 3 — Legal Ombudsman

If we are unable to resolve your complaint, or if 8 weeks have passed since you first raised it, you have the right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman will generally only consider a complaint if it is referred to them:

Within six months of receiving our final written response, AND
Within one year of the act or omission complained of, OR within one year of you realising there was cause for concern.

Contact the Legal Ombudsman:
PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Concerns about professional conduct

The Solicitors Regulation Authority (SRA) can help you if you are concerned about a solicitor's professional conduct. You can raise concerns with the SRA at sra.org.uk/consumers/problems/report-solicitor.

LB Solicitors Ltd is authorised and regulated by the Solicitors Regulation Authority, SRA number 8005664.