Client Complaints Policy
How can we help you?
Email for formal complaints: 
[email protected]
Please note that Londono Global Law Firms/UK is not regulated by the Solicitors Regulation Authority (SRA), but the SRA oversees our UK-based solicitors. The Spanish authorities regulate Londono Global Law SL (Consejo General de la Abogacía Española) https://www.abogacia.es/, and the European Bar Associations regulate all our European lawyers.
Complaints Handling – Procedure Clause
At Londono Global Law, we are committed to providing a high standard of service to all our clients. If you become dissatisfied with the service at any point, we encourage you to raise your concerns as soon as possible so that we can promptly and fairly seek to resolve the issue.
Stage 1 – Speak with your Lawyer
Initially, we recommend that you discuss the issue directly with the lawyer handling your matter. Many concerns can be resolved quickly and informally through open communication, and we are committed to addressing problems constructively at the earliest opportunity.
Stage 4 – Internal Investigation
We will conduct a thorough internal review of your complaint, which will be completed within 8 weeks from the date of acknowledgement.
You may be invited to attend a meeting to discuss the concerns that have been raised. If such a meeting takes place, you will receive written confirmation of what was discussed and the outcomes agreed upon, within five working days of that meeting.
If a meeting is not necessary or possible, we will provide you with a detailed written reply explaining our findings and, where appropriate, offering a resolution. This will be sent within 14 working days of our original acknowledgement.
Stage 2 – Contact the Supervisor
If you are not satisfied after speaking with your lawyer, or if the issue is not resolved to your satisfaction, you may escalate the matter by requesting that your complaint be reviewed by the supervisor with overall responsibility for your case.
Stage 5– Review by a Senior Team Member
If you remain dissatisfied with the outcome, you may request a further review. This will be carried out by a senior member of staff who has not previously been involved in the matter. We will respond to you within 14 days of your request with a final response outlining our position and any further action or redress that may be offered.
Stage 3– Formal Complaint Submission
If the matter cannot be resolved informally, you may submit a formal written complaint.
Please email: [email protected]
Once we receive your formal complaint, we will confirm receipt within 10 working days and outline how the matter will be handled.
Stage 6– External Options for Complaint Escalation
Suppose your complaint has not been resolved to your satisfaction after our internal procedure. In that case, you may consider taking your concerns to an external body, depending on the nature of the complaint.
A. Legal Ombudsman (for complaints about service or fees)
If your complaint relates to the quality of service, delay, or fees, you may be entitled to contact the Legal Ombudsman. This independent body deals with complaints against legal service providers.
You must contact the Legal Ombudsman within the following time limits:
Within 1 year of the date of the problem or issue; or
Within 1 year of the date when you should reasonably have known there was cause for concern;
and
Within 6 months of receiving our final written response.
Contact details for the Legal Ombudsman:
www.legalombudsman.org.uk
0300 555 0333 (Mon–Fri, 10 am–4 pm)
Relay UK: 18001 0300 555 0333
[email protected]
PO BOX 6167, Slough, SL1 0EH
Please be advised that the Ombudsman may decline to consider your complaint if you have not first allowed us to address it directly.
B. Solicitors Regulation Authority (SRA) – Conduct and Ethics Only.
Londono Global Law is not subject to SRA regulation. However, suppose your complaint concerns a solicitor's professional conduct, integrity, or honesty, particularly if your case has involved a solicitor. In that case, you may have the right to report it to the SRA.
The SRA does not deal with complaints about poor service or fees. These should instead be directed to the Legal Ombudsman.
More information on making a report to the SRA:
🔗 https://www.sra.org.uk/consumers/problems/report-solicitor.page#report
Need More Information?
If you are unclear about how to raise a complaint or which procedure applies to your case, please do not hesitate to contact us. We are happy to explain how your matter will be handled and what recourse is available to you.