Complaints Policy and Procedure

Introduction 

At Elliott Hynes LLP T/A Lloyd James Law, we aim to provide a high standard of service to all our clients. However, we recognise that occasionally things may not go according to plan. If you are dissatisfied with any aspect of our service, we encourage you to inform us immediately so we can resolve the matter promptly and fairly.

Making a Complaint

If you have a complaint, we request that it is formally raised in writing either by post or email on the details below:

FAO: Complaints Officer
Elliott Hynes LLP T/A Lloyd James Law
71 - 75 Shelton Street

London

WC2H 9JQ

Or by email: info@lloydjameslaw.com

We request that you provide:

• Your full name and contact details
• Details of your complaint, including relevant dates and the name(s) of any individual(s) involved
• Your preferred method of communication (e.g., letter, email, phone)

How We Handle Your Complaint 

1. Acknowledgement
   We will acknowledge your complaint within three working days, providing details of the person handling the investigation.
2. Investigation
   Your complaint will be thoroughly investigated by the Complaints Officer or a senior member of the firm not previously involved in your case. We may contact you for further information or clarification if necessary.
3. Response
   We aim to provide a detailed written response to your complaint within 21 days of receiving it. If additional time is required due to complexity, we will inform you and provide an estimated timeline.
4. Resolution
   Our written response will outline our findings, any proposed actions, and steps taken to ensure issues are not repeated. We will offer suitable remedies where appropriate.

Further Steps 

If you remain dissatisfied with our final response or if eight weeks have elapsed since making your complaint without resolution, you have the right to refer your complaint to the Legal Ombudsman:

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Please note the Legal Ombudsman generally expects complaints to be raised within six months of receiving our final response and within one year of the act or omission that gave rise to the complaint (or within one year of when you should reasonably have been aware of the issue).

Regulatory & Conduct Concerns

If your complaint relates to professional conduct or a regulatory matter rather than service standards, you may contact our regulators the Bar Standards Board:

Bar Standards Board (BSB)
289-293 High Holborn
London WC1V 7HZ
Telephone: 020 7611 1444
Website: www.barstandardsboard.org.uk

Review & Improvement

We continually review complaints received to identify improvements to our services, ensuring we uphold the highest professional standards.

Last updated: 21 March 2025