complaints handling

We are confident that we will give you a high quality service in all respects. If, however, you have any queries or concerns about our work for you or a bill you have received please first speak to the solicitor who has been acting for/advising you to see whether your complaint can be resolved informally. If you remain unsatisfied, then please follow the complaints procedure outlined below:

1. Submission of complaints

You may submit a complaint to Lionshead Law Ltd by setting out your grounds of complaint in person, in writing (by letter or e-mail) or by telephone.

Complaints should be addressed to Belinda Lester and sent to

2. Acknowledgement of complaints

We will write to you within five working days of receipt of your complaint, acknowledging that we have received it. A further copy of this procedure will be provided to you at that time.

3. Investigating complaints

Once we have received your complaint we will undertake such investigation as considered necessary to address that particular complaint.

4. Determination of complaints

We will provide you a written final response to your complaint within 28 days of receipt where possible, or we will write to you explaining why we have not been able to provide such a response within that time frame and giving you a date by which you can expect to receive a written response. Within 56 days of receiving your complaint, we will write to you either:

• Providing you with the final response

• Giving a full explanation as to why we are still unable to provide our final response, indicating when you might expect to receive such response and informing you that if you are dissatisfied with the delay, you may refer the matter to the Legal Ombudsman.

• If you wish to refer the matter to the Legal Ombudsman, you can complete a complaints form at and sending it to

5. Retention of documentation

All documentation relating to your complaint will be kept and processed by Lionshead Law Ltd in accordance with the provisions of the Data Protection Act 1998 (or any successor legislation) and any relevant guidance given by the Information Commissioner.

6. 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.