Complaints PROCEDURE

At KMC Legal & Finance the team pride ourselves on excellent client care and hope to never receive any complaint regarding the services provided or the outcome of any matter. We are 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.

If you have any concerns regarding the conduct of your matter, you should first raise the concerns with the fee earner who has conduct of your matter, hopefully any concerns can be promptly resolved.

Our Complaints Procedure

If you have a complaint, please contact the head of the relevant department dealing with your matter, this will be set out in your client engagement letter or you can simply ask your point of contact at the firm.

If you are unable to resolve matters with the department, you should set out your complaint in writing to our Complaints handler, Lucy Allen, this can be sent via post to our head office or via email to lucy@kmc-legal.co.uk your complaint will be acknowledged within 14 days. 

We may seek further information from you to assist in the review of your compliant.

What will happen next?

We will record your complaint in our central register and open a file for your complaint. 

We will do this within three working day of receiving your complaint. 

We will then start to investigate your complaint. 

This may involve one or more of the following steps:- we may ask you for your complaint in detail. we may suggest a meeting to discuss the complaint, once we have your detailed complaint, we will reply in full within 14 days post acknowledgement.

If you are still dissatisfied you will need to inform us within fourteen days indicating the areas that you continue to be unhappy about. 

We will then invite you to the office for a meeting.  If we do not hear from you within the fourteen days, we will conclude your complaint. 

Within five working days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you. If you do not want a meeting, we confirm that we will provide suggested solutions to resolve your complaint. 

These suggestions will be provided to you within ten working days of receipt. At this stage if you are still not satisfied, we will refer your complaint to an independent solicitor for review. 

This review will be carried out within 21 days and will forward the outcome of the review to you.  

If you are still not satisfied, you can forward your complaint to the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ Telephone: 0300 555 0333 (between 8:00am and 6:00pm), enquiries@legalombudsman.org.uk or www.legalombudsman.org.uk