Client Care

Complaints Procedure

We are committed to providing the highest standard of service. If something goes wrong, we want to know.

Kings Court Law is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

How to Make a Complaint

If you have a complaint, please contact us with the details. You can do this:

What Happens Next?

  1. Acknowledgement: We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. Investigation: We will then investigate your complaint. This will normally involve passing your complaint to our client relations manager, who will review your matter file and speak to the member of staff who acted for you.
  3. Response: We will then invite you to a meeting to discuss and, we hope, resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter. At this stage, if you are still not satisfied, you can write to us again and we will arrange for another senior partner to review the decision.
  4. Final Response: We will write to you within 8 weeks of receiving your complaint confirming our final position on your complaint and explaining our reasons.

If You Are Still Not Satisfied

If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

The Legal Ombudsman can be contacted at:

OISC Complaints

As we are regulated by the OISC, you can also make a complaint to them if you believe we have breached the OISC Code of Standards. The OISC can be contacted at www.gov.uk/oisc.