Complaints Procedure

New South Law maintains a formal complaint handling process designed to address client concerns about service quality or billing issues promptly.

Initial Contact & Acknowledgement

Clients should notify the firm immediately upon dissatisfaction. The firm will send acknowledgement within three days, including a copy of the procedure.

Investigation & Response

Principal solicitor James Kingston reviews the file and speaks with relevant staff members. A detailed written response with resolution suggestions follows within 21 days of the acknowledgement letter.

Legal Ombudsman

If clients reject the response or the firm fails to respond timely, complaints may proceed to the Legal Ombudsman, which handles complaints from consumers and small businesses (excluding charities with income exceeding £1 million, trusts with assets over £1 million, and most larger businesses).

Timeframe Requirements

• Complaints must be filed within six months of receiving final written response
• Must also be brought within one year of the problematic act/omission (or one year from when awareness should reasonably have occurred)

Contact Details

• Website: www.legalombudsman.org.uk
• Email: enquiries@legalombudsman.org.uk
• Phone: 0300 555 0333 (8:30am–5:30pm)
• Minicom: 0300 555 1777
• Mail: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Dismissal Criteria

The Ombudsman may dismiss cases involving insignificant loss, disproportionate resource requirements, undue delays, or accepted settlement offers.

No Charges

Complaint handling is provided at no cost to clients.