Complaint Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

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 you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

Complaints Handling Procedure

  • Lincoln solicitor takes all feedback, including negative feedback and complaints very seriously. If any of our clients is not happy with any element of our service we want to know about it. This will help us improve our standards and prevent any issues recurring. We are committed to resolving complaints promptly, openly fairly and effectively.
  • Informal Complaints
    In most instances, the issue should be capable of being resolved simply by discussing it with the person involved, or raising the matter with another member of staff.
  • Formal Complaints
    If the matter is not successfully resolved informally, or the issue is of a serious nature, you should make your complaint in writing as soon as reasonably possible. It is much more likely that the matter will be resolved satisfactorily if raised at an early stage.
  • Written complaints should be addressed to the Complain Manager Mr. Muhammad Nadeem, Lincoln Solicitors, 18 Alma road, Manchester, M19 3NW.
  • Complaints which amount to allegations of unfair discrimination will be dealt with in accordance with our Policy on Equality & Diversity and Anti – Discrimination.
  • We will normally send a letter acknowledging receipt of a complaint within 5 working days of receipt and explaining how it will be handled. We will also record it in our central Complaints Register. We will also let you know the name of the person who will be dealing with your complaint. We may ask you to confirm or explain the details set out in your complaint, or otherwise ask for more information.
  • Once we are satisfied that we have sufficient information, we will begin investigating your complaint. We will notify you of the steps we intend to take as part of the investigation, and give you an indication of the date by which we anticipate being able to provide any initial response, plus an indication of when you can expect to receive our substantive response.
  • Once our investigation is complete, we will write to you explaining the results of our investigation, and indicating what action (if any) we propose to take.
  • What do to if we cannot resolve your complaint
    The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
    Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
    • • Within six months of receiving a final response to your complaint; and
    • • No more than six years from the date of act/omission; or
    • • No more than three years from when you should reasonably have known there was cause for complaint.

    If you would like more information about the Legal Ombudsman, please contact them. Contact details are as below:


    Call: 0300 555 0333 between 9am to 5pm.


    Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

  • On an annual basis, we will review details of any complaints that have been logged in our Complaints Register. The results of these complaints will be fed into our quality assurance activities to ensure that the issues in question do not recur.
  • Details of all complaints will be made available to the SRA on request but will otherwise be documented in the Complaints Review file.

The complainants can also made their complaint to the SRA

  • Complaints may be made in the following formats: in writing, by email, online, or by telephone. Call SRA’s Contact Centre who will initially help with any concerns about the service, or take details of the complainant’s concerns to decide which team would be able to assist. Complainants may be referred to the SRA website for a complaints form.
  • A complaint is an expression of dissatisfaction about the way in which SRA or SRA regulated solicitors have carried out or failed to carry out work which requires a response. In certain circumstances a complaint may be passed directly to stage 2. Acknowledge complaint within 5 working days from receipt.
  • Stage 1 – Response from unit where the complaint arose
    Investigation by the unit where the complaint arose – first SRA response for most complaints cases but a minority of cases may be investigated by the central complaints Team at stage 2. Substantive response is within 10 working days from date of acknowledgement. If the complainant is satisfied with the result then the complaint is closed. If the complainant is not satisfied then they can be referred to stage 2.
  • Stage 2 – Response from the central Complaints Team
    Review by the central Complaints Team for complainants dissatisfied with the outcome of stage 1 or Investigation by the central Complaints Team for the minority of cases referred to Stage 2 at the outset. Acknowledge complaints within 5 working days from receipt; substantive response sent within 20 working days from date of acknowledgement. If the complainant is satisfied with the result then the complaint is closed. If the complainant is not satisfied then they can be referred to the independent reviewer. If the reviewer feels there is a case to answer then you can go to stage 3. If the independent reviewer declines a full review the complaint is closed.
  • Stage 3 Response – Independent external review
    Was the investigation thorough and fair?
    Were all the relevant facts were taken into account?
    Were the conclusions reached reasonable and properly explained?
    Was the investigation handled efficiently, without unnecessary delay?
    The independent reviewers decision is final and the complaint is then closed.