Our complaints policy

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 improve our standards.

We are committed to providing a high-quality legal service to all our clients. 

Any expression of dissatisfaction about the service you have received from Lodders will be considered seriously and we will ensure that we respond promptly to any complaint. We acknowledge that we may not always get it right, so if something has gone wrong, including anything in relation to the bill, we need you to tell us about it.  We regard it as an opportunity to monitor and improve our quality of service.

How do I make a complaint?

You can contact us in writing or by speaking with our Complaints Handler, who can be contacted in the following ways:

  • by calling 01789 293259
  • by email to ComplaintsHandler@lodders.co.uk
  • by fax to 01789 268093
  • by post to Complaints Handler, Lodders Solicitors, Number 10, Elm Court, Arden Street, Stratford upon Avon, Warwickshire, CV37 6PA

What information should I include with my complaint?

To help us to fully understand your complaint, please tell us:

  • your full name and contact details;
  • what you think we have got wrong;
  • what you hope to achieve as a result of your complaint; and
  • your file reference number (if you have it).

If you require any help in making your complaint, we will try to help you.

How will you deal with my complaint?

We will:

  • record your complaint centrally;
  • write to you within three working days acknowledging your complaint, enclosing a copy of this policy;
  • review and investigate your complaint by reviewing your file(s) and other relevant documents and speaking with the person who dealt with your matter;
  • only ask you for further information or documents if it is necessary to complete the investigation;
  • ask you to provide any further information within a specific period;
  • update you on the progress of your complaint at appropriate times;
  • invite you to a meeting to discuss your complaint, if appropriate, which can either be held face to face or over the telephone, if preferred; you do not have to attend if you do not wish to or if you are unable to;
  • write to you at the end of our investigation to explain what we have done and what we propose to do to resolve your complaint;
  • respond to you within 21 working days from the date of our acknowledgement letter, wherever possible; and
  • let you know if we find that the consideration of your complaint will take longer than expected.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter. 

If you are still unhappy, you can ask the Legal Ombudsman to investigate your complaint by:

Alternative complaints bodies exist, such as Promediate who can be contacted by email at enquiries@promediate.co.uk.

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Details about how to raise your concerns with the SRA can be found on their website at sra.org.uk.

What are the time limits for referring my complaint to the Legal Ombudsman?

There are three time limits that apply to any reference to the Legal Ombudsman. You must refer your complaint:

  • within six months of our final written response to your complaint; AND
  • within one year from the date of the act or omission about which you are complaining OR within one year from the date when you should reasonably have known that there was cause for complaint (whichever is the later).

The Legal Ombudsman has a discretion to extend the above time limits if it considers that, in the circumstances, it is fair and reasonable to do so.

Further details are available on the website: www.legalombudsman.org.uk.

What will it cost?

Lodders will not charge you for handling your complaint. Please note that, if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The Legal Ombudsman service is free of charge.