Complaints Procedure

Kingsley Brookes are committed to delivering the highest standards in legal services to all our clients. We do however recognise that there may be occasions where you have concerns about our services and we want you to bring them to our attention so that we may improve our standards.

Please rest assured that there will be no charge for our investigation of any issue or formal complaint you may bring.

If you have an issue or a formal complaint please contact our Practice Manager Samantha Goodall, who will investigate it in accordance with the following Procedure.

Kingsley Brookes
Studio 23
6 Friendly Street
01484 302800
01484 302870

Within two working days of receiving your complaint, Mrs Goodall will write to you by way of acknowledgement, setting out our understanding of the issues you have raised. You will be asked to contact us if our summary of the complaint is incorrect. Your complaint will be recorded in our complaints register together with copies of any relevant documentation.

Mrs Goodall will conduct a thorough investigation of the issues raised, this will normally include discussions with the personnel concerned, review of the file and discussions with the supervising Solicitor.

Mrs Goodall will write to you with the Firm’s response to the complaint within fourteen days of receipt of your complaint or your clarification of any issues, whichever shall be the later. If that is not possible, she will inform you of the reason(s) why and when you will receive a response. Our response will include a full and clear explanation about how we have reached our decision. We have 8 weeks to resolve your complaint but will hope to do so as soon as possible.

If you remain dissatisfied please contact Mrs Goodall again who will review the response and write to you with our final position on your complaint.

Should you still remain dissatisfied following conclusion of our internal Procedure then a complaint may be made to the Legal Ombudsman:

  • where you have made a complaint to us and received a final response in the previous six months; and
  • the issue you wish to complain about happened on or after 6th October 2010 *; or
  • if the issue happened before 6th October 2010, you only became aware of it on or after 6th October 2010

* the formal rules state that either the issue must have occurred in the last six years or the date of awareness must be within the last three years. However, the time limits will be extended gradually from 6th October 2010, the date the Legal Ombudsman opened for business.

Further information (including an explanation of the time limits) may be obtained by you from the Legal Ombudsman at any time. The legal Ombudsman can be contacted at PO Box 6806, Wolverhampton WF1 9WJ or on 0300 555 0333 or via their website: (Please note that only copies of documents should be sent to the Legal Ombudsman’s office to avoid any original documentation being lost or destroyed).