At Lexmark Legal, we take pride in maintaining high professional standards and providing clients with clear advice and effective representation. We nevertheless recognise that there may be occasions when a client feels dissatisfied with the service received.

If the Client has any concerns, they should first raise them with the solicitor or caseworker dealing with their matter. Most concerns can be resolved promptly at this stage.

Where the issue cannot be resolved directly, the matter will be referred to the Firm’s designated Complaints Handlers, Mr Atef Jamail or Mr Ioannis Karamarias. All formal complaints should be sent by email to info@lexmarklegal.com.

How We Will Deal With Complaints

• Complaints may be raised at any time during the course of a case or after it has concluded.
• In the first instance, the fee-earner handling the file will seek to resolve the difficulty informally.
• If the Client remains dissatisfied, the complaint will be passed to one of the Complaints Handlers.
• A Complaints Handler will contact the Client, usually within three working days, to acknowledge receipt and, where appropriate, to discuss the concerns raised.
• If the matter is not resolved at that stage, the Client may be asked to confirm their complaint in writing so that it can be properly reviewed.
• An internal review will then be undertaken, and the Client will be informed of the expected timescale for a full response.
• Following that review, the Complaints Handler will provide the Client with a written explanation of the outcome and any action the Firm proposes to take.

Further Recourse
If the Client is not satisfied with the Firm’s final response, or if a complaint is not dealt with within a reasonable period, the Client may refer the matter to the Legal Ombudsman.

The Legal Ombudsman can be contacted at:

Telephone: 0300 555 0333
Address: PO Box 6167, Slough, SL1 0EH
Email: enquiries@legalombudsman.org.uk

From 1 April 2023, complaints must ordinarily be made to the Ombudsman within one year of the event giving rise to the complaint, or within one year of the date on which the Client became aware that there was a reason to complain. Further details can be found on the Legal Ombudsman’s website: www.legalombudsman.org.uk