Making a Complaint

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.
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 procedure on the second
page of this document. Making a complaint will not affect how we handle your case.
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.
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 six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority can help you if you are concerned about our behaviour
rather than the service we provide. 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.

COMPLAINTS PROCEDURE

Lisa’s Law is committed to providing a high-quality legal service to all our clients. We regard client
satisfaction as the cornerstone of our success. We take every step to ensure that we provide a quality
service with complete transparency of costs and service.
Any expression of dissatisfaction about the service you have received from Lisa’s Law will be
considered seriously and we will ensure that we respond promptly to any complaint. If you feel that
we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an
opportunity to monitor and improve our quality of service. We will investigate your concerns
objectively and endeavor to provide a positive and timely solution.

HOW TO MAKE YOUR COMPLAINT

STAGE ONE

In the first instance please discuss your concerns with the person normally dealing with your case.
They will be very familiar with your case and should be able to resolve most of your concerns directly
and promptly.

STAGE TWO

If you are not satisfied with your caseworker’s handling of your complaint you can refer the full details
of the matter in writing to our Managing Director and Complaints Manager, Chuanli Ding by email at
info@lisaslaw.co.uk or by post at: Lisa’s Law, 13 London Road, London, SE1 6JZ.
The Complaints Manager will consider your complaint, carry out an investigation and provide a
proposed solution within ten business days. If the matter is complex and it takes longer to deal with
your complaint, we will contact you within ten business days to give you an appropriate timescale of
when you can expect a response. During this time we may contact you or arrange a meeting with you
to gather additional information. The Complaints Manager will provide the results of their
investigations in writing including their proposals to resolve the situation.

STAGE THREE

If you are dissatisfied with the Complaints Manager’s response your complaint should then be referred
to our Practice Manager, Anne Dalipe by email a.dalipe@lisaslaw.co.uk or by post at Lisa’s Law, 13
London Road, London, SE1 6JZ.
As above the Practice Manager will consider your complaint and following investigations provide you
with a proposed solution within ten business days.

If at stages two or three there are any circumstances which make it difficult for you to make a
complaint in writing please call the office on 020 7928 0276