We are committed to providing the highest standard of service to all our clients. However, we understand that there may be occasions when you are not entirely satisfied with our services. We take all complaints seriously and are dedicated to resolving them promptly and fairly.

Informing Us of Your Concerns
If you have any concerns or complaints about our service, we encourage you to bring them to our attention as soon as possible. In the first instance, please contact the person handling your case or their supervisor. They will make every effort to address your concerns and find a satisfactory resolution.

Making a Formal Complaint
If you are dissatisfied with the response received or if you prefer to make a formal complaint, please submit your complaint in writing to our Complaints Handling Officer at the following address:

Kingsley Bond Solicitors
Complaints Handling Officer
Lindon House
34 Crowhurst Mead
RH9 8BF
United Kingdom

Alternatively, you can send an email to complaints@kingsleybond.co.uk.

Your written complaint should include the following details:

• Your full name and contact information

• Date(s) of the incident(s) or issue(s) you are complaining about

• Names of any individuals involved, including the solicitor(s) handling your case

• A clear and concise description of your complaint, including any supporting documents or evidence
  

Acknowledgment and Investigation
Upon receipt of your written complaint, we will send you an acknowledgment within 7 working days. We will then conduct a thorough investigation into your complaint. This may involve reviewing relevant documents, speaking with the individuals involved, and considering any supporting evidence you have provided.

Response and Resolution
We aim to provide a substantive response to your complaint within 21 working days from the date of acknowledgment. If, for any reason, we are unable to meet this timeframe, we will keep you informed of the progress and provide an estimated date of response. In our response, we will address the specific points raised in your complaint and provide our findings from the investigation. If we have identified any shortcomings, we will explain the actions taken or proposed to rectify the situation. Our goal is to find a fair resolution that satisfies both parties.

Further Steps
If, after receiving our response, you remain dissatisfied with the outcome of your complaint, you have the option to escalate the matter further. The Legal Ombudsman is an independent organisation that can provide assistance if we are unable to resolve your complaint internally.

To contact the Legal Ombudsman, you should:

• Contact them within six months of receiving our final response to your complaint

• Lodge your complaint no later than one years from the date of the incident or within one year of when you should reasonably have known about the cause for complaint, whichever is later

You can reach the Legal Ombudsman using the following details:

Website: www.legalombudsman.org.uk
Phone: 0300 555 0333 (between 9:00 to 17:00)
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ