At K4 Law, we are committed to providing a high-quality legal service. If something goes wrong, we want to hear from you so we can put things right and improve our service. We are regulated by the Solicitors Regulation Authority (SRA), with SRA registration number 558219.
How to Make a Complaint
If you are unhappy with any aspect of the service you have received or your invoice, please contact us as soon as possible. You can do this by:
- Calling us on 0116 216 0510
- Emailing [email protected]
- Writing to us at our registered office:
K4 Law, 21 New Walk, Leicester, LE1 6TE
We will acknowledge your complaint within three working days and aim to resolve it promptly and fairly.
We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman whose details are below.
Our written complaints policy is available at our registered office : K4 Law, 21 New Walk, Leicester, LE1 6TE
Responding to your complaint
We will investigate your complaint within 14 working days of receiving your letter.
This will normally involve passing your complaint to our client care partner, Kishani Navin, who will review your matter file and speak to the member of staff who acted for you. If the complaint concerns Kishani, another director will be appointed to deal.
They will write to you and, if appropriate, invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 14 working days of sending you the letter.
Within 7 working days of the meeting, they will write to you to confirm what took place and any solutions they have agreed with you.
If you do not want a meeting or it is not possible, they will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
If you are still not satisfied, you should contact us again and we will arrange for another director to review the decision.
We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
What if we cannot resolve your complaint?
If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer it to the Legal Ombudsman, who investigates complaints about poor service provided by legal service providers.
You must refer your complaint to the Legal Ombudsman-
- Within six months of receiving our final response to your complaint, and
- No more than one year from the date of the act or omission being complained about, or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
The Legal Ombudsman can be contacted at
Post: Legal Ombudsman PO Box 6167, Slough, SL1 0EH,
Telephone: 0300 555 0333,
Website at www.legalombudsman.org.uk.
Email [email protected]
You also have the right to object to the bill and apply for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not handle a complaint about the bill if you have applied to the Court for an assessment of the bill.
Rights where you think there has been professional misconduct or a regulatory breach
If your complaint relates to a solicitor’s behaviour (e.g. dishonesty, discrimination, or breach of SRA Principles), you can report it directly to the Solicitors Regulation Authority (SRA).
Email: [email protected]
Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555