A complaint is usually easier to understand when it separates the facts, the impact and the outcome you want. You do not need to use legal language.
1. Find the firm’s complaints procedure
Look at your client-care letter or the firm’s website. Check who handles complaints and how to contact them. If you cannot find the procedure, ask the firm for a copy.
2. Set out the key events
Write a short timeline. Include important dates, what you asked for and how the firm responded. Quote the relevant part of an email or bill where it helps. Distinguish what you know from what you believe.
3. Explain the effect and the outcome you want
Describe how the issue affected you. You might ask for an explanation, an apology, work to be completed or a bill to be reviewed. Be specific and realistic. Keep copies of evidence of any financial loss.
4. Keep a record
Keep the complaint, the date it was sent and every response. Send copies of supporting documents, and keep the originals. You can use the free planner to organise your first draft.
5. Check what happens next
For service complaints, the firm normally has up to eight weeks to respond. If you receive an unsatisfactory final response, or eight weeks pass without resolution, you may be able to approach the Legal Ombudsman.
Check time limits early. A complaint does not automatically stop any deadline for bringing a court claim or challenging a bill.