At 7lex Legal, we are committed to providing our clients with the highest standards of service. If you are dissatisfied with any aspect of our service, you may raise your complaint in writing, by email, or verbally. Please provide a clear description of the issues you are concerned about, including relevant details such as dates, names, and the nature of your concerns to complaint officer Jenny Chen @ j.dodwell@7lexlegal.com or 65-69 Shelton Street, London, WC2H 9HE
Upon receipt of your complaint, we will acknowledge it within 7 working day and provide you with details of how your complaint will be dealt with.
We will then investigate the matter and aim to provide a detailed response within 28 days. If we subsequently discover that we are unable to reply within 28 days, we will set a new date for reply and explain why we cannot reply within 28 days. This may be because we require more information from you or other parties involved in your case.
If any meeting takes place, we will prepare a file note of that meeting and the conclusions it reached. A copy of the note will be provided to you within 7 working days of the meeting.
We will communicate the outcome of our investigation and any proposed remedial action within the above timeline. If you are satisfied with our response, the matter will be considered resolved. However, if you are not satisfied with the outcome of the investigation, you may refer the matter to the Legal Ombudsman.
The Ombudsman can be contacted at:
Legal Ombudsman
PO Box 6806, Wolverhampton, WV1 9WJ
Tel: 0300 555 0333
Website: www.legalombudsman.org.uk
All complaints will be handled fairly, promptly, and confidentially. All communication and documents relating to your complaint will be disclosed only to the extent necessary.
If you make a complaint whilst we are still acting for you, then we will try to ensure that it does not affect our ongoing provision of services to you. We may cease to act for you if the complaint gives rise to a conflict of interest situation. If all or a part of a bill remains unpaid, we may be entitled to charge interest. If the complaint relates to our charges, you may be entitled to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974.
If you are concerned about our conduct (dishonesty, treating people unfairly due to their age, disability, background etc), you can raise your concerns with the Solicitors Regulation Authority.
