Complaints Procedure

At Kevin Lane & Co, we firmly believe that listening to your concerns up front is of more value to you than dealing with a complaint that you shouldn’t have to make. Good client care should be second nature to our team, and our clients are at the heart of everything we do. By understanding your specific requirements, we pride ourselves on  giving a service that meets those needs.

In summary, we value:

  •  Great client service

  •  Integrity and professionalism

  •  Our clients and our people

  •  Friendly, strong relationships

  •  Open communication

Our approach to these values is demonstrated by our commitment to providing you with efficient, high-quality legal advice and service, with a high degree of personal attention and we aim to provide this to you at a fair cost.

We invest a lot of time and energy in Client Care and are proud of our excellent track record and reputation.

With the best will in the world, misunderstandings and problems occur from time to time. We aim to deal promptly, fairly and effectively with any concerns or issues you may have, about any aspect of our service and would really appreciate the opportunity to put things right for you. If you are a client and you feel we have failed to meet our own standards or your expectations of us, we would ask that in the first instance you contact the supervisor responsible for the matter who will be happy to discuss it with you and we will do all that we can to resolve any issues quickly and efficiently. If you are still dissatisfied, then you are entitled to invoke our complaints process using the details below.

Complaints may be provided through verbal or written means and should be directed to our Compliance Manager at enquiries@kevinlane.co.uk.

Please provide clear details of your complaint, ensuring that you provide your contact details: name, address and details of the matter that we are dealing with.

Once informed of the details, we will send you written confirmation of the name of the 1st Tier Complaint Handler investigating your concern and a copy of our Complaints Policy which will inform you of the timescales involved. All complaints will be investigated promptly and thoroughly. The findings of the investigation and response will be sent to you within 8 weeks of receipt of your complaint, the response will include:

  •  The steps taken to investigate the issue

  •  The findings of the investigation

  •  The action that will be taken to resolve the issue

In the unlikely event that you are not satisfied with the final response you receive from us, having exhausted our own complaints process, you may contact the Legal Ombudsman using the following contact details:

A complaint to the Legal Ombudsman must be made:

  • Within 6 months of receiving our final response to your complaint; and
  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should have reasonably have known that there was cause for complaint

The Solicitors Regulation Authority can also help if you feel that we have breached the SRA Principles, the SRA Standards and Regulations or the Solicitors Accounts Rules. This could be for things like general misconduct, behaviour, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can contact the Solicitors Regulation Authority at Solicitors Regulation Authority, The Cube, 199 Wharf Street, Birmingham, B1 1RN.

You can also call them on 03706062555 or on (+44)1213296800 for international callers.

You can also visit their website (https://www.sra.org.uk) to see how you can raise your concerns with the Solicitors Regulation Authority.