Keystone Law is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need to address the problem and your concerns. This will help us to improve our standards and we review complaints received annually for this reason.

This policy sets out how we deal with formal complaints. If you feel your concerns might be better addressed by speaking with the members of the firm acting for you, then you should contact them first. You can make use of this policy at any time and should you do so, it will not affect our instructions and the services we provide to you.

Once you have made a complaint, we will respond in the manner set out in this Complaints Policy.

What should you do if you have a complaint?

If you have a complaint, you should write to The Complaints Director, Keystone Law, 1st Floor, 48 Chancery Lane, London, WC2A 1JF. Your letter should set out the full details of your complaint, including what you feel went wrong and what remedy you seek. You should enclose all relevant correspondence or documentation to support your complaint. We recommend using recorded delivery when corresponding with us about a complaint.

Complaints and conflicts of interest

As a regulated firm of solicitors we must comply with our professional code of conduct. This requires us not to act where we may find ourselves in a position of a conflict of interest. A conflict of interest may arise in a situation where, on the one hand we have a duty to act in your best interest and on the other hand there may be a perceived preference for the firm to defend its own interests in light of the of the complaints raised.

This should in no way affect whether you choose to make a complaint. However, you should be aware that there are circumstances where, once you have made a complaint, we may no longer be able to act for you on the matter. In this case we would let you know and discuss with you how best to proceed, bearing in mind our overriding duty to comply with our professional rules.

What will happen once we have received your complaint?

  1. We will send you a letter acknowledging receipt of your complaint within three working days of us receiving the complaint, enclosing a copy of this Policy.
  2. We will then investigate your complaint. This will normally involve passing your complaint to one of our Directors, James Knight or William Robins, who will independently review your matter file and speak to the individual(s) who acted for you.
  3. Where we believe a telephone conversation could assist in resolving the complaint, we will then telephone to discuss, and hopefully resolve, your complaint within 14 working days of sending you our acknowledgement letter.
  4. Within three working days of the call, or where we do not believe a telephone conversation would assist in resolving the complaint, within 14 working days of sending you our acknowledgement letter, we will write to you to confirm our understanding of your complaint and suggest a solution.
  5. At this stage, if you are still not satisfied, you should contact us again in writing and we will review our initial decision.
  6. We will write to you within 14 working days of receiving your further request for a review, confirming our final position in response to your complaint and explaining our reasons.
  7. If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint. For further information, you should contact the Legal Ombudsman as follows:
    Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
    Telephone: 0300 555 0333
  8. If it becomes necessary to vary any of the timescales detailed above, then you will be informed accordingly, including details as to the cause of the variation.