We want to give you the best possible service. If at any point you are unhappy with something we have done, please tell us so we can put it right.
In the first instance, please raise your concern with the person handling your matter. Most problems are sorted out quickly that way.
If that does not resolve it, or you would rather not raise it with them, please make a formal complaint. You can do that by email or by post:
By email: info@zenlaw.co.uk
By post: Zen Law Limited, Virginia House, 5-7 Great Ancoats Street, Manchester, M4 5AD
By phone: 0161 826 1126
It helps us if you tell us your name, your file or reference number if you have one, what has gone wrong, and what you would like us to do about it. There is no charge for making a complaint.
Step 1. We acknowledge your complaint. We will send you a written acknowledgement within 5 days of receiving it, and record your complaint in our central register.
Step 2. We look into it. We review your file and speak to the member of staff who acted for you.
Step 3. We invite you to talk it through. Within 14 days of the acknowledgement we will invite you to a meeting to discuss the complaint. You do not have to attend. If you would rather not meet, we will send you a detailed written reply within 21 days instead.
Step 4. We confirm the outcome in writing. If we do meet, we will write to you within 3 days of the meeting to confirm what was discussed and what we have agreed.
Step 5. You can ask us to review it. If you are not satisfied, tell us and we will review the decision. We will write to you with the outcome of that review within 14 days.
If we have to change any of these timescales, we will let you know and explain why.
If you are still unhappy once we have given you our final response, or if eight weeks have passed since you first complained to us, you can ask the Legal Ombudsman to look at your complaint. The service is free to you.
You normally need to contact the Legal Ombudsman:
Within six months of receiving our final written response to your complaint, and
Within one year of the problem happening, or within one year of when you found out about it.
If you contact them outside those limits they may not be able to investigate.
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Relay UK: 18001 0300 555 0333
Website: legalombudsman.org.uk
The Legal Ombudsman deals with the standard of service you received. If your concern is about our behaviour or professional conduct, for example dishonesty, discrimination, or taking or losing your money, that is a matter for the Solicitors Regulation Authority.
You can report a solicitor to the SRA at sra.org.uk. You do not have to complain to us first.
The Claims People is a trading name of Zen Law Limited, which is authorised and regulated by the Solicitors Regulation Authority under No. 569891. Registered in England No. 08128913. Registered office: Virginia House, 5-7 Great Ancoats Street, Manchester, M4 5AD.
Complaining will never affect how we handle your case.