Liberty Law Solicitors

Complaints procedure

If you are unhappy with our service, tell us straight away. Here is how to make a formal complaint and where to go if we cannot resolve it.

Luton office 01582 853 783 Contact us

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

Making a formal complaint

If you would like to make a formal complaint, please refer to our full complaints procedure provided to you within our Client Care Pack, which sets out that you should write to Mr Majid Mahmood, a partner of this firm. He will then investigate the matter or arrange for a person who has not handled the case to do so, and a prompt response will be made to you.

If you require a copy of this procedure to be resent to you, please contact us on 01582 853 783 or email us at info@libertylawsolicitors.co.uk. Making a complaint will not affect how we handle your case.

If we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • within six months of receiving a final response to your complaint; and
  • no more than six years from the date of act/omission; or
  • no more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Legal Ombudsman contact details

Making a report to the SRA

The Solicitors Regulation Authority 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.

You can raise your concerns with the Solicitors Regulation Authority.

Say nothing until we are sitting beside you. Before you answer anything, call us. You should not face that interview alone. Do not go in there without a solicitor. Two in the morning is when we work hardest. You reach a solicitor, not a call centre.

The first conversation is free, confidential, and privileged from the first word. We attend police stations across England and Wales, day and night.

24-hour line 01582 853 783