Lexify Solicitors – Complaints Procedure
At Lexify Solicitors, we are committed to providing the highest standards of service. However, if something goes wrong, we want to hear about it so we can address your concerns and improve where necessary. We encourage early resolution wherever possible. Lexify Solicitor’s complaint process has three progressive stages:
Stage 1– Informal resolution
Stage 2– Formal complaint
Stage 3– Independent external review
What to Include in Your Complaint Letter
Your letter doesn’t need to be lengthy or overly detailed, but it should clearly outline the key points you would like us to consider. Please ensure you include the following:
- The issue or person that has caused your concern, highlighting the most important aspects
- If your complaint involves a member of staff, please include their name and role (if known)
- Where and when the incident(s) occurred
- Any steps you’ve already taken to address the issue
- The outcome you are seeking or how you would like the matter to be resolved
This information helps us address your concerns promptly and effectively.
Stage 1 – Informal Resolution
In the first instance, we ask that you raise any concerns with the member of staff handling your matter (such as your caseworker or paralegal). Most issues can be resolved quickly at this level.
If you are not satisfied with their response, you may escalate the matter to their supervising solicitor. Contact details for the supervising solicitor can be found in your Client Care Letter. They will review the issue and attempt to reach a resolution with you directly.
Stage 2 – Formal Complaint
If your concerns remain unresolved and you wish to make a formal complaint, please write to:
Mr Asrar Bashir – Director / Complaints Handler
Email: asrar@lexify.lawyer
Post: Lexify Solicitors, St James Tower, 7 Charlotte Street, Manchester, England, M1 4DZ
We will acknowledge your complaint within 14 days of receipt. A full and considered response will be provided within 8 weeks.
Stage 3 – Independent Review (Legal Ombudsman)
If you are not satisfied with our final response, you have the right to refer your complaint to the Legal Ombudsman, an independent and impartial body.
Time limits:
- Within six months of receiving our final response
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known there was cause for complaint
Please note: The Legal Ombudsman will normally expect that Lexify Solicitors has had a full opportunity to address your complaint internally before becoming involved.
You can escalate your complaint to the Legal Ombudsman if:
- Your complaint has not been resolved within 8 weeks of submission, or
- There are exceptional circumstances (e.g. a breakdown of communication or trust)
Contact Details:
Lexify Solicitors
Lexify Solicitors, St James Tower, 7 Charlotte St, Manchester, M1 4DZ
Telephone: 03300888740
Email: contact@lexify.lawyer
If you need further clarification about any part of this process, please do not hesitate to contact us. Our goal is to resolve matters fairly and with minimal disruption to you.