Complaint Information

COMPLAINTS 

At Yellow Legal, we are committed to providing a high standard of service to all our clients. However, we recognise that there may be occasions when you feel our service has not met your expectations.

This procedure explains how you can make a complaint, how we will handle it, and the standards you can expect throughout the process. Our aim is to resolve complaints fairly, promptly, and transparently.

 1. A complaint is an oral or written expressions of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.

2. We aim to resolve any complaint you have about the service we have given you as quickly as possible. If in the first instance you are unable to resolve the issue with the person who has been dealing with your matter, please contact Terence Kennedy who is the Office Manager and can be contacted via email at Terence.kennedy@yellowlegal.co.uk, via phone on 01670334410 or via post at Yellow Legal, Unit 35, Apex Business Village, Cramlington, NE23 7BF.

3. Once we have received your complaint, Terence Kennedy will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (this should be not more than 28 days after we received your complaint). If you have made the complaint verbally – either at a meeting or on the telephone – we will set out in our full response our understanding of the nature of your complaint

4. The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly.

5. If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Jane Kennedy who is the Director and can be contacted via email at Jane.Kennedy@yellowlegal.co.uk, via telephone on 017670334410 or via post at Yellow Legal, Unit 35, Apex Business Village, Cramlington, NE23 7BF. Jane Kennedy will then conduct a separate review of your complaint. You will be told about the conclusion of this review within 28 days.

6. If, after following the review process, you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Tel no: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: https://www.legalombudsman.org.uk/

Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to one year from the date of the act or omission or up to one year after discovering a problem. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.

7. Alternative complaints bodies such as Ombudsman Services, ProMediate and ADR Group exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a service. We do not agree to use these schemes.