Client Complaints Procedure

Angular Legal is committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please email complaints@angularlegal.com

To help us understand your complaint, and to ensure we have all relevant information, please tell us:

  • Your full name and contact details
  • The nature of your complaint
  • Your file reference number (if you have it)

What will happen next?

  1. Wherever possible, within three days of receiving your complaint we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we may suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
  2. We will then record your complaint in our complaints register and open a file for your complaint. We will investigate your complaint by examining the relevant file and speaking to the person to whom the complaint relates.
  3. A Director will write to you setting out his or her views on the situation and any redress that is considered to be appropriate. You may be invited to meet with us to discuss and, hopefully, resolve your complaint, or further information may be requested. We would hope to be in a position to write to you in this way within 21 days of sending you the acknowledgement letter.
  1. Within seven days of any meeting we will write to you to confirm what took place and any solutions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received or other appropriate redress.
  1. If you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days.

This will happen in one of the following ways.

  • The Director handling the complaint will review his or her own decision
  • We will arrange for someone in the firm who has not been involved in your complaint to review it
  • A second Director will review your complaint within 10 days.
  • We may ask another local firm of solicitors to review your complaint. We will let you know how long this process will take
  • We will invite you to agree to independent mediation. We will let you know how long this process will take
  1. We will let you know the result of the review within five days of the end of the review confirming our final position on your complaint and explaining our reasons.
  2. If you are still not satisfied, you can ask the Legal Ombudsman to look into your complaint.

You can contact the Legal Ombudsman:

The Legal Ombudsman expects claims to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

Further details are available on the website: www.legalombudsman.org.uk.

You can also raise your concerns with the Solicitors Regulation Authority.

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. The Legal Ombudsman service is free of charge.

Angular Legal Limited
2nd Floor, Ariel House, 74A Charlotte Street, London, W1T 4QN United Kingdom

w: www.angularlegal.com

Registered in England. Company No: 12385191. Registered Office: 2nd Floor, Ariel House, 74A Charlotte Street, London, W1T 4QN United Kingdom

Angular Legal Limited is authorised and regulated by the Solicitors Regulation Authority (SRA Number: 667900). Angular Legal Limited is a company registered in England and Wales under registered number 12385191. Our registered office is at 2nd Floor, Ariel House, 74A Charlotte Street, London, W1T 4QN United Kingdom. A list of our Directors is available for inspection at the registered office or upon request.

Angular Legal Limited
2nd Floor, Ariel House, 74A Charlotte Street, London, W1T 4QN United Kingdom

w: www.angularlegal.com

Registered in England. Company No: 12385191. Registered Office:  2nd Floor, Ariel House, 74A Charlotte Street, London, W1T 4QN United Kingdom

Angular Legal Limited is authorised and regulated by the Solicitors Regulation Authority (SRA Number: 667900). Angular Legal Limited is a company registered in England and Wales under registered number 12385191. Our registered office is at 2nd Floor, Ariel House, 74A Charlotte Street, London, W1T 4QN United Kingdom. A list of our Directors is available for inspection at the registered office or upon request.

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