Complaints Procedure

In the first instance, please raise your concern with the person handling your matter / your usual point of contact. Many issues can be resolved quickly and informally this way.

If you would prefer to raise a formal complaint, or your concern hasn’t been resolved informally, please contact us:

• Email — complaints@scissero.com
• Post — Complaints, Scissero Law Ltd, 40 Bank Street, 19th Floor, London E14 5NR, United Kingdom

Please tell us what happened, when it happened, and the outcome you are looking for. This helps us investigate quickly and effectively.

Making a complaint will not affect the service you receive from us.

• We will acknowledge your complaint in writing within 5 business days.
• We will investigate fully and fairly, and keep you updated on progress.
• We aim to give you a final written response within 8 weeks of receiving your complaint. If we need longer, we will tell you why and give a revised timescale.
• Our final response will set out the outcome of our investigation and any action we propose to take.

If you remain unhappy after our final response — or if 8 weeks have passed since you first complained and the matter is still unresolved — you can ask the Legal Ombudsman (LeO) to look into your complaint independently and free of charge. Doing so will not affect how we handle your case.

Before accepting a complaint, the Legal Ombudsman will check that you have given us the chance to resolve it first. Time limits apply — you must refer your complaint to them:

• within 6 months of receiving our final response to your complaint, and
• within 1 year of the problem happening, or within 1 year of when you first became aware of it, if that is later.

Contact the Legal Ombudsman:

• Website — legalombudsman.org.uk
• Phone — 0300 555 0333 (Monday–Friday, 9am–5pm)
• Email — enquiries@legalombudsman.org.uk
• Post — Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Note: only individuals and certain small businesses, charities and trusts are eligible to use the Legal Ombudsman’s service — check their website if you’re unsure whether this applies to you.

The Legal Ombudsman deals with complaints about the service you received. If instead you are concerned about our behaviour — for example, dishonesty, losing or misusing your money, or treating you unfairly because of a protected characteristic such as age or disability — you can raise this with our regulator, the Solicitors Regulation Authority (SRA).

• Website — sra.org.uk/consumers/problems/report-solicitor
• Scissero Law Ltd’s SRA number — 8006186