Complaints Handling Policy

Our Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you.

In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint please email us at complaints@kpl.co.uk, or you can send us a letter detailing your concerns.

What will happen next?

The Client Service Team manager with overall responsibility for your matter will deal with your complaint in the first instance. They will acknowledge receipt of your complaint within 5 working days of receiving it.  They will enclose a copy of our complaints handling policy and will ask you to confirm or explain the details of your complaint and to provide any additional information that you may feel is relevant.

The Client Service Team manager will then investigate your complaint.  They will review your matter file and speak to any other person who acted in this matter for you. If you prefer, you can also arrange a meeting (generally by phone or video-call) with the appropriate Client Service Team manager to discuss the complaint on a one-to-one basis. Within 10 working days of receiving the full information from you, the Client Service Team manager will send you a detailed written reply to your complaint, including any suggestions for resolving the matter.

At this stage, if you are still not satisfied, you should contact us again.  Your complaint will then be passed to our Chief Operating Officer, who will review the decision, taking into account any additional information or comments from you. The Chief Operating Officer will respond to you within 10 working days.

If we have to change any of the timescales above, we will let you know and explain why.

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within the following time limits:

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should have realised that there was cause for complaint;


  • Within six months of receiving a final response to your complaint.

If you would like more information about the Legal Ombudsman please contact them:

Contact details:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 9am to 5pm.

Email enquiries@legalombudsman.org.uk

Legal Ombudsman 
PO Box 6167 
SL1 0EH 

Last updated: March 2024