Complaints Procedure
Last Updated: 22.04.2025
We are committed to providing you with a high-quality service at all times. However, if at any stage you are unhappy or concerned about the service you have received, please contact us so that we can do our best to resolve the problem.
We are committed to providing you with a high-quality service at all times. However, if at any stage you are unhappy or concerned about the service you have received, please contact us so that we can do our best to resolve the problem.
In the first instance, it is usually helpful to speak with the person dealing with your case. They will do their best to resolve any concerns you raise. If you would prefer, you can raise your concerns formally by contacting our Client Care Team by email at: info@pre-law.co.uk. We operate an internal complaints procedure to ensure that any issues are dealt with effectively, fair and in a timely manner.
Once a complaint is received, we will:
• Acknowledge your complaint promptly.
• Investigate your concerns thoroughly and fairly.
• Aim to respond with a detailed outcome within 28 days.
If we need longer, we will explain why and provide a revised timescale. Our response will outline the outcome of our investigation and any steps we propose to resolve the issue.
If you remain dissatisfied with the outcome, we will offer the opportunity for further escalation within our internal process.
• Acknowledge your complaint promptly.
• Investigate your concerns thoroughly and fairly.
• Aim to respond with a detailed outcome within 28 days.
If we need longer, we will explain why and provide a revised timescale. Our response will outline the outcome of our investigation and any steps we propose to resolve the issue.
If you remain dissatisfied with the outcome, we will offer the opportunity for further escalation within our internal process.
If you are dissatisfied with our final response, you may escalate your complaint in writing to:
Pre-Law LLP
4 Elizabeth Court
Henry Street
Lancaster
LA1 1BY
Email: ben.anderson@pre-law.co.uk
We will carry out a further internal review. A final decision will be issued within a reasonable timescale.
Pre-Law LLP
4 Elizabeth Court
Henry Street
Lancaster
LA1 1BY
Email: ben.anderson@pre-law.co.uk
We will carry out a further internal review. A final decision will be issued within a reasonable timescale.
As Pre-Law is not regulated by the Solicitors Regulation Authority (SRA), complaints about our firm as a business cannot be referred to the SRA or the Legal Ombudsman.
However, if your complaint relates to the conduct of one of our solicitors, who are individually regulated by the SRA, and we were unable to resolve your complaint through our own complaints process, you may have the right to complain to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body that investigates complaints about legal services.
You must take any complaint to the Legal Ombudsman within:
• Six months of receiving our final escalation response to your complaint; and
• One year from the date of the act or omission being complained about; or
• One year from the date when you should have realised that there was cause for complaint.
Further information relating to the Legal Ombudsman can be found on their website at www.legalombudsman.org.uk. Their contact details are:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
If your concerns relate to the personal professional conduct of one of our solicitors – for example, allegations of dishonesty, discrimination, or breaches of professional standards – you may also have the right to report your concern directly to the SRA.
Further information about raising a concern with the SRA can be found at:
www.sra.org.uk/consumers/problems/report-solicitor/
However, if your complaint relates to the conduct of one of our solicitors, who are individually regulated by the SRA, and we were unable to resolve your complaint through our own complaints process, you may have the right to complain to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body that investigates complaints about legal services.
You must take any complaint to the Legal Ombudsman within:
• Six months of receiving our final escalation response to your complaint; and
• One year from the date of the act or omission being complained about; or
• One year from the date when you should have realised that there was cause for complaint.
Further information relating to the Legal Ombudsman can be found on their website at www.legalombudsman.org.uk. Their contact details are:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
If your concerns relate to the personal professional conduct of one of our solicitors – for example, allegations of dishonesty, discrimination, or breaches of professional standards – you may also have the right to report your concern directly to the SRA.
Further information about raising a concern with the SRA can be found at:
www.sra.org.uk/consumers/problems/report-solicitor/
