Complaints Policy

complaints Policy

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Making a Complaint


Kepier Law is committed to providing the highest standards of client care.  However, if at any point you have any queries, concerns or become unhappy about the service you are receiving then you should contact us immediatelyso that we can do our best to resolve the problem for you.  

Making a complaint will not affect how we handle your claim.  

If you indicate to us that you have cause for concern about any aspect of our service we will provide you with a copy of this policy and, if possible, will seek to discuss your concerns informally in the first instance. 

  1. Your formal complaint will be acknowledged within two working days of receipt.
  1. We will fully investigate your complaint, which may involve seeking further information from you and anyone involved in the complaint or handling of your claim.
  1. We will contact you in writing with a preliminary written response to your complaint. Where possible this will be within 10 working days of acknowledging your complaint. If investigations take longer than this we will keep you informed of progress and provide an estimate of when you should receive a preliminary written response.
  1. You will have the opportunity to reply to the preliminary written response, either in writing, by telephone/video conference or by meeting after which a final written response will be issued.
  1. The final written response will be provided within eight weeks of you making the complaint.
  1. If you are unsatisfied with the final written response you may take matters further, an independent body can be brought in to discuss it from the Legal Ombudsman ( who may be contacted by

Telephone:      0300 555 0333


Post:                    Legal Ombudsman; PO Box 6167; Slough; SL1 0EH


Any complaint to the Legal Ombudsman should be made within:

– either six years of the problem happening or three years from when 

   you found out about it; and

– six months of receiving our final written response


If your complaint does not meet these timescales the Legal Ombudsman may not be able to investigate it 

Further details of complaints to the Legal Ombudsman can be found at:


Kepier Law is authorised and regulated by the Solicitors Regulation Authority (SRA) and the rules and regulations governing how we should act and carry out our business are contained in the SRA Handbook and in particular the SRA Code of Conduct.  These can be found at:


You can find further information including about raising any concerns you may have about us, with the SRA at:

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