Client Care & Complaints
- Client care and complaints
We try to provide the best possible service to our clients and to do this we need to know from you if you feel dissatisfied. If you have any worries or concerns with the way your case is dealt with, or about the bill, then in the first instance you should raise that with the Solicitor assigned to your case or Supervising Solicitor in their department. If, however, you remain dissatisfied and you wish to make a complaint then you should address your complaint to Antony Lane who is the Complaints Handling Manager and he will be prepared to meet with you to discuss your complaint.
If your complaint is about Antony Lane, then you should address the complaint to the Managing Director, Nicholas Rosenfeld who will handle your complaint to ensure it is addressed fairly and transparently.
Our procedure detailing how we handle complaints is available upon request.
We have eight weeks to consider your complaint. If we have not resolved it within this time, or if you are not happy with our handling of your complaint, you may complain to the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333, website www.legalombudsman.org.uk). The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before it will get involved. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us and within six years from the date of the act or omission about which you are complaining, or three years from the date you should reasonably have known there were grounds for complaint.
The above complaints procedure also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the Company may be entitled to charge interest.
The Solicitors Regulation Authority (SRA) can help you 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. You can find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.
Part of the Leslie Franks Group
Leslie Franks Solicitors are a firm of based in Kentish Town, London, having served the local community since 2003. The firm is authorised and regulated by the Solicitors Regulation Authority (The SRA). The Wills, LPA’s and associated services are undertaken by Mr Nicholas Rosenfeld who qualified as a solicitor in 1998.
Nick provides clients with a bespoke level of service and his self-determination saw him establish Leslie Franks Solicitors in 2003. Since then, Nick’s commitment to quality and his desire to constantly raise the bar in what clients can expect from the Company has seen his clients return to him time and time again. His approachable yet professional manner has led to his client base growing over the years.
In early 2020, Nick became a member of New Leaf Will Writers Federation to offer clients the increasing demand for Wills, LPA’s and funeral plans. New Leaf Will Writers Federation was established in 2009 and exists to support their network of professional Will Writers.
New Leaf Will Writers Federation is the only Will Writing network in the UK that assesses each and every individual Will via a strict pre-approval process. Leslie Franks Solicitors are only able to present a Will to a client that has been given their seal of approval.
The New Leaf Will Writers Federation team has over 30 years’ experience in the drafting of Wills. Since 2009 their members have helped over 10,000 families to write their Wills, register their LPAs and plan their affairs. Nick’s Will drafting is supervised by their managing director, Sam Wallis and their head of compliance, Alan Edwards. New Leaf supports its members with continual ongoing training and state of the art drafting systems.
You can instruct Nick with the confidence that he is a regulated solicitor and a member of New Leaf Will Writers Federation and all the benefits that brings.
19 Greenwood Place,
0800 488 0682
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