How do I complain?
Rebecca Reid is the sole solicitor working for Illuminate Legal Limited. Therefore, please contact her in writing (email or letter) or by telephone in the first instance. Contact details are:-
Illuminate Legal Limited
23 London Road
Please ensure you provide Rebecca with enough information to understand the complaint to include your name and best way to contact you, what the complaint comprises and how you would like the complaint to be resolved.
2. Complaints process
2.1 We are professionally obliged to:-
Centrally record all complaints
Write to you within 5 working days of the complaint, acknowledging it and advising you of our policy
Investigate your complaint by fully reviewing your file and all and any relevant documentation
2.2 We will always be clear with you about how we are handling your complaint and will discuss the complaint with you by your preferred manner i.e. face to face/telephone.
2.3 At the conclusion of our investigation we will write to you confirming the findings and how we hope to resolve your complaint. This will ideally be within 21 days of your initial complaint.
3. What do to if we cannot resolve your complaint
3.1 The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
3.2 Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ