Our complaints procedure

At K&S, we will always strive to give the best possible service. However, if at any point you become unhappy or concerned about the service we have provided please inform us immediately, so that we can do our best to resolve the problem. In the first instance, we would encourage you to contact the person working on your case to discuss your concerns, and we will do our best to resolve any issues. However, if you would like to make a formal complaint, please see the guidance below which provides a step by step guide to our formal complaints procedure. Please note that you will not be charged for making a compliant and making a complaint will not affect how we handle your case, which will run concurrently unless you instruct us otherwhise. Upon receipt of your complaint, we will acknolwedge your complaint within three working days and aim to resolve the matter within 8 weeks. Mrs Kate Ogundemuren is our Client Care Officer and responsible for administering the K&S at Law complaints procedure.

Formal complaints procedure

All formal complaints should be communicated in writing and sent to us via email at info@ksatlaw.co.uk or via post using our Office address 133 Plumstead High Street, Plumstead, London, SE18 1SE for the attention of our Client Care Officer, Mrs Kate Ogundemuren.
Upon receipt, Mrs Kate Ogundemuren will revert to you in writing using the contact details provided in your case file within three working days to confirm receipt of your complaint and the commencement of a formal investigation into the matter.
During the course of the investigation, please feel free to contact her regarding your complaint. Your complaint will also be recorded in the K&S at Law central complaints register. Mrs Ogundemuren will consider the matters that you have raised and may contact you to seek further details of your complaint as it is important to ascertain the exact nature of your complaint so that it can be properly investigated.
Once Mrs Ogundemuren has established the nature of your compliant and has clarified any ambiguities, she will read your file to ascertain whether due protocol had been adhered to by the fee earner handling your case and will also check whether the matters you raised can be verified using the file and documents in it. Subsequently, an interview will be conducted with the fee earner handling your file to discuss your compliant and their response. This will normally take place two to three weeks after receiving your complaint.
Upon completion of these steps, Mrs Kate Ogundemuren will generate a formal response to your complaint in writing and send it to you. This written response will be sent within four weeks of receiving your complaint, though if the complaint is more complex, this may take longer. The written response to your complaint will outline the investigations that he or she has made and the conclusions that he or she has reached resulting from your complaint. The Client Care Officer’s primary goal is to reach a solution for your complaint and to ensure you feel heard. The solution may take different forms and multiple possible solutions may be discussed. You will be advised of and asked to agree the proposed recovery action, a written confirmation of your agreement would be required.
We would hope that you are satisfied with our response finding it fair and effective. However, in the event you are dissatisfied, you are entitled to contact the Legal Ombudsman who 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.

Their contact details are as follows:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Timescales

From 1 April 2023, the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

Lastly, What to do if you are unhappy with our behaviour:

The Solicitors Regulation Authority can help 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, closing the practice without telling you or breaking the Solicitors’ Code of Conduct

https://www.sra.org.uk/solicitors/standards-regulations/code-conduct-solicitors/

The address and telephone number and website for the Solicitors Regulation Authority is as follows:-

Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham

B1 1RN

Tel: 0370 606 2555

Website: www.sra.org.uk/home/contact-us