PRESTON & CO LAW FIRM LIMITED COMPLAINTS PROCEDURE

​

At Preston & Co we will strive to provide you with a good service. We hope you will have no need to complain about the service which we provide to you. However, if you are unhappy with the service, please first raise this with the person handling your case.

​

If this doesn’t resolve your complaint, please put your complaint in writing (email is fine) and please send it to Alan Preston (a.preston@prestonslaw.co.uk).

​

Your complaint will be acknowledged as soon as possible and normally within three working days of receipt (the only reason why this wouldn’t happen is if Mr Preston is away on leave and your complaint is sent by email only). Mr Preston may then telephone you to discuss your complaint and, if necessary, to obtain further information from you.

​

Mr Preston will seek to respond to your complaint in writing within 21 days of the receipt of your complaint.

If our substantive response fails to resolve your complaint, you may be asked to attend a meeting to further discuss your complaint but there is no obligation to arrange, or for you to attend, such a meeting.

​

At this stage, should your complaint still not be resolved, you would be entitled to take your complaint to the Legal Ombudsman.

Should you do this, the Legal Ombudsman will seek confirmation that you have first tried to resolve your complaint direct with us.

​

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than:

• one year from the date of the act or omission being complained about; or

• one year from the date when the complainant should have realised that there was cause for complaint.

You can make a complaint online via the following website link: https://www.legalombudsman.org.uk/make-a-complaint/.

 

Contact details for the Legal Ombudsman are as follows:

www.legalombudsman.org.uk;

Tel: 0300 555 0333;

Email: enquiries@legalombudsman.org.uk;
Address: The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

 

Preston & Co and Alan Preston (who is a qualified solicitor) are regulated by the Solicitors Regulation Authority. Should you believe that Preston & Co and / or Mr Preston has breached the rules of the Solicitors Regulation Authority, you are entitled to make a report to the Solicitors Regulation Authority. There is a set form to do this and this can be accessed via the following website link: https://www.sra.org.uk/consumers/problems/report-solicitor/.

​