Complaint Procedure

A guide to our complaints procedure

Livingstons endeavour to provide all of our clients with a first-class service at all times and if anything goes wrong we seek to put it right swiftly. However, if you ever have reason to complain, please follow the steps below.

Step 1

In the first instance, please mention your complaint to the person dealing with your matter. If you are unhappy with the response please see Step 2.

Step 2

Please ask to speak to the case supervisor of the department dealing with your matter. The case supervisor will look into your complaint and contact you after the matter has been investigated. If your complaint is still not resolved please see Step 3.
(In some cases the person dealing with your matter will be the case supervisor, in which case please proceed to Step 3 in any event.)

Step 3

Please put your complaint in writing to our Complaints Director who is responsible for dealing with client care. Once your letter has been received a full investigation into the matter will be conducted. We will acknowledge your complaint promptly and write to you with a substantive reply as soon as we can once the investigation has taken place.
Please address your complaint to:

Mrs L Dacre
Complaints Director
9 Benson Street
LA12 8AW

Our promise:

We will endeavour to let you know in writing within ten working days that we have received your complaint. If we need more time to investigate we will keep you informed of progress.

All complaints will be dealt with within four weeks. If we need more time we will keep you informed.

If you are still not satisfied

We hope that we can resolve your complaint. For further information, please read the Solicitors Regulation Authority’s your right to complain.

In the unlikely event that we cannot reach a satisfactory conclusion please write to:

Legal Ombudsman
PO Box 6167, Slough SL1 0EH
TEL:0300 555 0333