ABOUT US

KACE Law Solicitors is a firm, recognised for professional legal services of the highest
calibre and our practice is authorised and regulated by the Solicitors Regulation
Authority. We draw on our unique knowledge and in-depth understanding of the legal
system to advise clients on a wide range of legal issues.

We are a diverse and dynamic law firm which endeavours to differentiate itself from
other firms, providing professional, tailor-made solutions and sound advice. At KACE Law Solicitors, we have a modern outlook, we are passionate about what we do and we
are results driven; therefore ensuring the best outcome for our clients. We value each
client’s individuality and circumstances and will make every effort to protect what is
important to each client.

Our approach to legal issues and the law is fresh and innovative. With a wealth of
experience to draw on, we help our clients to manage their cases safely, smoothly and
with uncompromising professional diligence.

Complaints 

We are committed to providing a high-quality legal service to all our clients, and it is rare in the extreme that any one has had cause to complain about a service or any other issue. However, if at any point you become unhappy or concerned about the service we provide, you should inform us immediately so that we can do our best to resolve the problem.

Our complaints procedure

In the first instance, it may be helpful to contact the person who is working on your case, to discuss your concerns and we will do our best to resolve any issues at this stage. If matters remain unresolved. The email to contact us is info@kacelawsolicitors.

What will happen next? 

Step 1- We will telephone and/or write to you acknowledging receipt of your complaint within 5 days of receiving it. We may ask you at this stage to clarify any aspect of your complaint.

Step 2-We will then investigate your complaint. This will normally involve your complaint being reviewed by our client care partner, Philip Landau, who will speak to the member of staff who acted for you.

Step 3- Within seven working days, we will be in contact with you by telephone and/or in writing to set out this firm’s preliminary position in relation to your complaint, and address any appropriate solutions.

Step 4-If the matter is not yet resolved, we will send you within 14 days a detailed written reply to your complaint (on the assumption there is more detail to give over and above step 3 above) including suggestions for resolving the matter, and including inviting you to a meeting if preferable.

Step 5- At this stage, if you are still not satisfied, you should contact us again and we will arrange for a review of the decision.

Step 6-We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

In the unlikely event that we cannot resolve your complaint you may wish to raise your matter with the Legal Ombudsman.  

You have six months (subject to some qualifications as below) from the date of our final response in which to complain to the Legal Ombudsman:

periods for reporting a complaint to the Legal Ombudsman is no longer than:

• Within six 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 reasonably have known that there was cause for complaint.

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Telephone:      0300 555 0333 9am to 5pm Monday to Friday

Email:              enquiries@legalombudsman.org.uk

Website:          www.legalombudsman.org.uk

In the highly unlikely event that you need to make a complaint, and your complaint is not about our service, but is about our conduct, the Solicitors Regulation Authority (SRA) deals with conduct issues rather than the Legal Ombudsman which deals with service issues.

You can visit the SRA’s website here to see how you can raise concerns with them