What to do if you have a complaint
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.
In the first instance it may be helpful to contact the member(s) of the firm acting for you. Naturally, they will do their best to resolve any issues.
If you wish to make a formal complaint, then you may do so in accordance with our Complaints Policy. Making a complaint will not affect our instructions and the services we provide to you, though it may cause a conflict. This is explained in our Complaints Policy.
This firm and all the solicitors in it are regulated by the Solicitors Regulation Authority. If your concern relates to compliance with our professional rules (for example, regarding matters of honesty, protecting any money we hold for you or treating you unfairly because of your age, a disability or another characteristic), then you can still ask us to address this directly or through our Complaints Policy. In the alternative, you are entitled to raise your concerns with the Solicitors Regulation Authority directly. You can click here for the contact details of the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
We will deal with your complaint in accordance with our Complaints Policy. Usually this will involve seeking to resolve the matter with you commercially or our investigating your complaint and our issuing you with our findings in the form of a complaint determination letter. Our complaint determination letter will contain the results of our investigation and explain what further steps you can take. If we do not do this, or if we do but not to your satisfaction, then subject to scheme rules, you may approach the Legal Ombudsman within six months of receiving our complaint determination letter, or if we fail to respond to you, within eight weeks of our receipt of your complaint. Click here for details of our Complaints Policy, which includes details as to how and when you can complain to the Legal Ombudsman.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you are eligible to make use of its services, that you have tried to resolve your complaint with us first and that it is able to make a determination on the matter about which you are complaining.