Complaint Procedure

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. If you would like to make a formal complaint, please write to Mr Pung at our address or email him at Kit@kspsolicitors.com. Making a complaint will not affect how we handle your case. 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.

What do to 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. Please note that from April 2023, the time limits for referring a complaint to the Legal Ombudsman have changed and are no later than:

one year from the date of the act or omission being complained about; or
one year from the date when you should have realised that there was cause for complaint.

The Legal Ombudsman will retain the ability to exercise discretion to extend the one-year time limit for specific cases if, on the evidence, it is fair and reasonable to do so. Before you make a complaint to the Legal Ombudsman, it is a requirement that you raise your complaint with us first, and we have eight weeks to deal with your complaint. If you are not satisfied with our handling of your complaint after the eight weeks have expired, you can ask the Legal Ombudsman to consider the complaint. If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk Call: 0300 555 0333 between 9am to 5pm. Email: enquiries@legalombudsman.org.uk Legal Ombudsman PO Box 6167, Slough, SL1 0EH