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Complaint Procedure

Our Complaint Policy:
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  • Landmark Legal LLP is committed to providing high quality legal advice and client care.  If you wish to complain about the handling of your case, then this should be raised at the first instance with the person dealing with your case.
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  • Your complaint must be in writing detailing why you are unsatisfied with our services. If your complaint remains unresolved then you should contact us regarding our complaints handling procedure. This entitles you to refer the matter to our Complaints Manager, Samina Khan, in writing.
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  • What will happen next:
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  • We will investigate your complaint thoroughly. The Complaint Manager, Samina Khan, will review your file and will discuss this issue with the member of staff handling your case.  
  • Within 21 days of the written complaint, you will receive a detailed written response to your complaint, including any proposals/suggestions to resolve your matter.
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  • If you remain unsatisfied, you should contact this firm and we can arrange a meeting to review the decision and hopefully resolve your complaint. We will write to you within 14 days of the meeting to confirm our final position regarding your complaint and provide you with a full explanation of our reasons.
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  • If you are not satisfied with our handling of your complaint, you can contact the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us regarding your complaint. Contact details are as follows:
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  • Address: Legal Ombudsman PO BOX 6806, Wolverhampton, WV1 9WJ
  • Telephone: 0300 555 0333
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  • If we have to change any of the timescale noted in this procedure, we will let you know and explain why.
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  • What to do if you are unhappy with our behaviour?
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  • The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
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  • Visit their website to see how you can raise your concerns with the SRA.
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