Complaints Procedure

Kitsons aim to provide a high quality service that is both cost effective and efficient. However we recognise that things can go wrong occasionally and if a client feels they have not received this high quality service, then they are entitled to complain.

Should you feel that you have reason to complain then please read the notes below to ensure that your complaint is dealt with as efficiently as possible.

Step 1

In the first instance you should speak to the person who is dealing with your case, as they are typically best placed to deal with any immediate complaints.

You may also like to consult our FAQ section.

Step 2

If you consider the matter has not been resolved, or you feel unable to take up the complaint directly with the person involved, then you should speak to our Client Services department, which is headed by Nicholas Johnson (our Client Care Partner).

In the event that you are communicating via either email or post you should clearly state your complaint and your desired resolution.

For details of how you can expect your complaint to be handled please refer to Complaint Handling from the Related documents menu.

Step 3

If you are not satisfied with our handling of your complaint, you may have a right to contact the Legal Ombudsman for further consideration. This right can be established by visiting their website (please see Contact Details below), but in summary you must be either: 

• an individual
• a very small business (defined as 'less than 10 employees or turnover less than 2 million Euros)
• a charity, club, association or organisation managed by its members/committee, with an annual income (net of tax) less than £1 million
• a trustee of a trust with an asset value of less than £1 million
• a personal representative of an estate of a person
• a beneficiary of an estate of a person.

This is not an exhaustive list and you should check the Legal Ombudsman's website for full details.

Important

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us.

There may also be a right to object to a bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of the bill.

Please note that if all or part of a bill remains unpaid we may be entitled to charge interest.

Contact Details

The Legal Ombudsman can be contacted at any of the following: -