Complaints Handling Procedure

At Kudos Legal Ltd we are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have any concerns about our service, our work or our charges, you should discuss these first with the person who has day-to-day control of your matter. If this person cannot satisfactorily address your concerns and you wish to make a complaint, please send a letter or email to us detailing your concerns.

Our designated complaints handler is Yasin Bagas, a solicitor and director who can be contacted by post at Kudos Legal Limited, 11 Cable Court, Pittman Way, Fulwood, Preston, Lancashire, PR2 9YW or by e-mail to ybagas@kudoslegal.co.uk.

Step one: Acknowledging your Complaint 

Yasin will deal with your complaint in the first instance and will acknowledge receipt of your complaint within 5 working days of receiving it.  He will enclose a copy of this procedure 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. It will also be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint.

Step two: Investigating your Complaint

Yasin will then investigate your complaint.  He 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 with Yasin to discuss the complaint face to face. Within 10 working days of receiving the full information from you, Yasin will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.

  • If your complaint is straightforward we might make suggestions as to how we can put things right or may offer you some form of redress;
  • If your complaint is more complicated we may ask you to confirm, explain or clarify any issues;
  • We may ask you to meet to discuss things face-to-face – and write to you within three working days to confirm what took place and any offer of redress that we have made.

Whichever form our investigation takes, we will aim to give you our final decision within six weeks of receiving your complaint (sooner if possible).

Step three: Appealing against our Final Decision

At this stage, if you are still not satisfied, you should write to us again.  Yasin will then review the decision, taking into account any additional information or comments from yourselves and then respond again with his further decision, within 10 working days.

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

If you are still not satisfied, and all attempts to address your concerns are not to your satisfaction, then you can ask the legal ombudsman service to consider your complaint. We will also advise you whether we are prepared to engage in alternative methods of mediation.

Step four: The Legal Ombudsman

You may refer your complaint to the Legal Ombudsman provided you do so within six months of the end of the Complaint Handling Procedure.

In addition, there are also time limits that apply to the date you first became aware or should have become aware of the problem causing your complaint. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time which can be accessed at http://www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf or by contacting the Legal Ombudsman using the contact details provided below. These time limits may only be extended by the Legal Ombudsman in exceptional circumstances. Currently, the scheme rules state that you must refer the complaint to the Legal Ombudsman no later than;

  • Six years from the act/omission; or
  • Three years from when you should have reasonably known there was cause for complaint

Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our Complaints Handling Procedure, but you will be able to contact the Legal Ombudsman if:

* The complaint has not been resolved to your satisfaction within eight weeks of first making the complaint to us; or

* The Legal Ombudsman decides that there are exceptional reasons why the Legal Ombudsman should consider your complaint sooner, or without you having to use our internal Complaints Handling Procedure first; or

* The Legal Ombudsman considers that your complaint cannot be resolved using our internal Complaints Handling Procedure because the relationship between you and us has broken down irretrievably.

If you wish to make a complaint to the Legal Ombudsman you must be one of the following:

* An individual;

* A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);

* A charity with an annual income less than £1 million;

* A club, association or society with an annual income less than £1 million;

* A trustee of a trust with a net asset value less than £1 million; or

* A personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.

Legal Ombudsman Contact Details

Address: PO Box 6806, Wolverhampton WV1 9WJ

Telephone:  0300 555 0333

Email:  enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk