Callistes Solicitors are committed to high quality legal advice and client care. Our aim is to give you the best possible service and it is disappointing for us if the service that we provide fails to live up to a client’s expectations. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately so that we can do our best to resolve the problem.

If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers/accountants [amend as appropriate]. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within 6 months of receiving a final written response to your complaint; and
• Within 6 years from the date of act/omission; or
• Within 3 years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman their contact details are:

• Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
• Website: www.legalombudsman.org.uk
• E-mail: enquiries@legalombudsman.org.uk
• Telephone: 0300 555 0333 between 8.30am to 5.30pm