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

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:

Complaints to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint and within 12 months of you believing that there is an issue that warrants a complaint. For further information, you should contact the Legal Ombudsman.