Complaints

We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

  • You can contact us in writing (by letter, fax or email) or by speaking with our complaints manager whose contact details are:

    David Bridge
    Unit 7 Concept Park
    Innovation Close
    Poole
    BH12 4QT

    Email: – david.bridge@kiteleys.co.uk

    Tel:- 01202 849242

    To help us to understand your complaint, and in order that we do not miss anything, please tell us:

    • your full name and contact details

    • what you think we have got wrong

    • what you hope to achieve as a result of your complaint, and

    • your file reference number (if you have it)

    If you require any help in making your complaint we will try to help you.

  • We will record your complaint centrally.

    We will write to you within 3 working days acknowledging your complaint, enclosing a copy of this policy.

    We will investigate your complaint. This will usually involve:

    • reviewing your complaint

    • reviewing your file(s) and other relevant documents, and

    • speaking with the person who dealt with your matter

    We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

    We will update you on the progress of your complaint at appropriate times.

    We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

    We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of the date of our letter of acknowledgement.

  • If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

    If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

    • by post at PO Box 6167, Slough, SL1 0EH

    • by telephone: 0300 555 0333, or

    • by email: enquiries@legalombudsman.org.uk

  • From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be no later than:

    • No later than Six Months from the date of our final response to you in reply to your complaint

    • one year from the date of the act or omission being complained about; or

    • one year from the date when the complainant should have realised that there was cause for complaint.

    • Later than the above if the Ombudsman decides it is fair and reasonable to allow the complaint out of time

    Further details are available on the website: www.legalombudsman.org.uk.

  • We will not charge you for handling your complaint but please note that if we have issued a bill for work done on your matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. The Legal Ombudsman service is free of charge.