If you believe that we have behaved dishonestly, illegally, in breach of the SRA’s principles, or for some other reason you are dissatisfied with our conduct and you are not a client of this firm, you should raise the subject of your complaint with the person with whom you are dealing, or against whom the complaint is made, and if your complaint is not resolved to your satisfaction at that level you should email the COLP at firstname.lastname@example.org or write to us with details of your complaint as follows:
360 Law Services Limited
F.A.O. The Compliance Office of the Legal Practice
BasePoint Business Centre
377 – 399 London Road,
The time limits for bringing a complaint to our attention are within six months of the event giving rise to your complaint, or within three months of you becoming aware of the circumstances giving rise to it, whichever is the later. If you wish to complain about our service after the expiry of these time limits you may still be able to make a complaint directly to the Legal Ombudsman, but we will not be obliged in those circumstances to consider your complaint under this procedure and you should contact the Legal Ombudsman to establish whether your complaint falls within the time limits of the Ombudsman’s scheme.
We will let you know within 14 days of receipt of your complaint in writing how and in what timescale we propose to deal with your complaint depending on its nature, and in most circumstances we would expect that timescale not to exceed 28 days.
Depending on the nature of the complaint and against whom it is made, it may be considered by a Compliance Officer for Finance and Administration or another Director of the firm, who in each case will not be the same person as the subject of the complaint.
At any stage if you are unhappy with the way in which we deal with your complaint you may ask the Legal Ombudsman and/or the SRA whether they will investigate your complaint. Both addresses are contained in the “Client Complaints Procedure” section above. If you are legally represented in the matter giving rise to your complaint please note that we will only correspond with your solicitor.