Complaints Policy

We hold ourselves to a high standard. If you're unhappy with any aspect of our service, please contact us so we can put things right.

How to Complain

Please send your complaint in writing to:

James Sherwood

James.Sherwood@lexcosts.co.uk

94 New Walls,

Bristol

BS4 3TB

What Happens Next

We will acknowledge your complaint in writing within 7 days.

Your complaint will be reviewed by our client care partners, James Sherwood and/or Marc Harris.

If appropriate, we may invite you to a meeting to discuss your concerns.

Our Response

We aim to respond in full within 28 days of receiving your complaint.

If a meeting takes place, we’ll confirm what was discussed and any agreed resolution within 3 days.

If You’re Still Unhappy

If you’re not satisfied after our final response (or 8 weeks have passed), for the Costs Lawyer’s professional conduct, you can contact:

Costs Lawyer Standards Board (CLSB)

Website: https://clsb.info/contact-us/

Email: enquiries@clsb.info

Phone: 0161 956 8969

PO Box 4336, Manchester, M61 0BW

Complaints must ordinarily be made within 12 months of the date on which the matters giving rise to the complaint occurred or the date on which the complainant first became aware that they had grounds for the complaint

For the Costs Lawyer’s quality of service, you can contact:

Legal Ombudsman

Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Phone: 0300 555 0333
PO Box 6167, Slough, SL1 0EH

You must usually refer your complaint:

Within 6 months of our final response; and

Within 1 year of the issue you’re complaining about (or when you became aware of it).

You may also contact the CLSB if your complaint relates to professional conduct.