Client Complaints Policy

What to do if you are unhappy with our service

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we 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.

If you would like to make a formal complaint, then you can read our full complaints procedureMaking a complaint will not affect how we handle your case.

You can raise your concerns with the Solicitors Regulation Authority.

What to do 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 one year from the date of act/omission; or
  • No more than one year from when you should reasonably have known there was cause for complaint.

Contact us

1-3 High Street
Thame
OX9 2BX

01844 212 305

clientcare@lightfoots.co.uk

For more information contact the Legal Ombudsman.

Zero Tolerance Policy

We treat our clients with courtesy and respect and ask for the same in return. At Lightfoots Solicitors we do not tolerate abusive or threatening behaviour towards our staff. Any behaviour whether verbal, physical or in writing, which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable and will result in the individual being removed from our client list as appropriate.

The Zero Tolerance policy includes clients, borrowers and 3rd parties, and includes abuse, aggression or threats made in person, over the telephone or in written communication, including on social media and review websites; and includes excessively repetitive requests and/or demands.

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