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Complaints Procedure

Client Complaints

 

  1. Lex Stratum Limited is a limited liability company registered in England and Wales (registered number 1549778). Our registered office is at 124 – 128, City Road, London, EC1V 2NX. Lex Stratum Limited is authorised and regulated by the Solicitors Regulation Authority (SRA number 8007947). Lex Stratum is a trading name of Lex
     

  2. If you have any concerns about either our service or our bills please raise them with the person handling your matter, their supervisor or person identified in our engagement letter.

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  3. We will acknowledge your complaint within three working days of receipt and confirm who will be investigating your concerns.

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  4. We will find out what happened, usually by reviewing the file and by talking to the person who acted for you. Sometimes as a result, we will need further information which may mean we need to telephone you or meet with you. We will tell you how long this will take which will take account of your personal circumstances.

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  5. We will conduct a thorough investigation, tell you what we have found out within the agreed timescale and, where appropriate, suggest a solution or remedy.

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  6. We hope that you will be satisfied with our conclusion, but if we have not been able to resolve your complaint please contact us by email at calum.stacey@lexstratum.com or by post at Client Experience, Lex Stratum, 124 – 128 City Road, London, EC1V 2NX. We will arrange a further independent review. We will confirm who will investigate your complaint and how long the investigation will take. After fully investigating your complaint, we will give you our final response and explain the reasons behind the decision.

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  7. If we are unable to resolve your complaint within eight weeks of receiving full details, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

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    The Legal Ombudsman’s contact details are:

    Legal Ombudsman
    PO Box 6167
    Slough
    SL1 0EH

    Telephone: 0300 555 0333
    Minicom: 0300 555 1777
    Website: www.legalombudsman.org.uk
     

  8. The Legal Ombudsman deals with service issues. If you are concerned about our conduct or behaviour rather than our service, your complaint should be addressed to the Solicitors Regulation Authority. More information on how this can be done is available on the SRA’s website: www.sra.org.uk