IPS LEGAL LLP Complaints Procedure

1. At IPS Legal LLP we aim to provide our clients with a high standard of service always,

but we are aware that sometimes things do not go the way you expected, so if you which

to complaint, you are invited to do so, but let us know about your concerns as soon as

possible. Making a complaint will not affect how we deal with your matter.

2. Please note that our complaints procedure is confidential. This means that all information

and documents relating to the complaint will be treated as confidential and will only be

disclosed to the person against whom you have complained.

3. If you wish to make a complaint you are encouraged to make your compliant either by

phone or in writing. You can contact us on 20103 1765216 or email us at


4. If you complain by phone, we will make a note of the complaint and do our best to

resolve the matter as soon as possible. We will record the outcome of the compliant for

our learning. But if you are not satisfied with the outcome, then you may make a formal

complaint in writing to us at our address: 205/306 Langdale House, 11 Marshalsea Road,

London SE1 1EN.

5. Please note that your complaint will not be dealt with by the Solicitor/caseworker against

whom you are complaining.

6. Your complaint must contain your full name, your address, your contact details, the

details of your complaint and who the complaint is against and what you would expect to

be done about the complaint;

7. As soon as we receive your written complaint, we will acknowledge receipt of your

complaint within five working days, where possible, and provide you with details of how

your complaint will be dealt with.

8. The person dealing/investigating your complaint will write to you within 7 working days

of receiving your complaint or as soon as possible to let you know that she has been

assigned to deal with your complaint and will reply to your complaint within 8 weeks.

9. If the person dealing with your complaint finds later that they are not able to reply to

your complaint within 8 weeks, they will set a new date for their reply and inform you.:

10. We will reply and set out the facts of your complaint and the investigation that was

carried out; their conclusion in respect of each complaint and the basis of the conclusion;

11. If it is found that your complaint is justified the person dealing with your complaint will

make proposals to you for resolving the complaint.

10. During the complaints procedure, we will make a written record of your complaint and

retain all the necessary documents and correspondence relating to the complaint. These will

be kept for a period of six years.

11. Please note that if you are not satisfied with the outcome of your complaint, you may

complain to the Legal Ombudsman, the independent body that deals with complaints against

Solicitors and or lawyers. The Legal Ombudsman wants you to bring your complaint within

12 months of the act or omission of which you wish to complain.

13. Ordinarily, you can ask the Legal Ombudsman to look at your complaint if it meets ALL

three of the steps below:

(a) The problem or when you found out about it, happened after 5 October 2010; and

(b) You are referring your complaint to the Legal Ombudsman within either of the following:

Six years of the problem happening or three years from when you found out about it; and

(c )You are referring your complaint to us within six months of your service provider’s final


14.Please note that you can also raise your concerns with the Solicitors Regulation


The contact details of the Legal Ombudsman are as follows:

Telephone Number: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman, P O Box 6806, Wolverhampton, WV1 9WJ

Solicitors Regulation Authority can be contacted by email to complaintsteam@sra.org.uk or Tel: 03706062555.

© IPS Legal LLP 2019