Intuitive Legal Limited aim to offer you an efficient and effective service. However, we also recognise that at times things may go wrong and we therefore encourage our clients let us know if something has gone wrong in order to allow us to continuously improve our services. If you have a complaint about any aspect of our service or about our bill, please in the first instance try and resolve it with the lawyer handling your case.

Our Complaints Procedure

If you do not feel that lawyer handling your case has dealt with your complaint satisfactorily you may request for the matter to be formally investigated under our complaint’s procedure. In such circumstances please contact the head of department who is handling your case detailing your complaint. The name of the head of department can be found on the client care that we sent to you at the beginning of your case. If you are unsure of the details of the head of department, please contact our office and ask for the details to be provided to you. Your complaint will be acknowledged within 3 days and a written response will be provided within 28 calendar days of the complaint being received

If you then feel that we have still not dealt with your complaint satisfactorily and you remain dissatisfied, you may ask for the matter to be escalated to Ayesha Khaliq, CEO, who has overall responsibility for dealing with complaints. Your complaint will be reviewed again, and we will write to you within 28 calendar days of receiving your request for review and confirm our final position on your complaint and explain our reasons.

Ayesha can be contacted by email at complaints@intuitivelegal.co.uk or by post at:

Ayesha Khaliq
3 Hardman Square
Spinningfields
Manchester
M3 3EB

Following our final response if you not satisfied with the way we have handled your complaint you may be able to ask the Legal Ombudsman to consider the complaint. You can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, www.legalombudsman.org.uk, telephone: 0300 555 0333, enquiries@legalombudsman.org.uk. The Legal Ombudsman cannot deal with all complaints and will only deal with complaints from members of the public, certain very small businesses, charities, clubs and certain other categories (you can find out more form the Legal Ombudsman). The Legal Ombudsman will tell you whether they are able to deal with your complaint.

The time limits for the Legal Ombudsman accepting a complaint are normally six years from the date of the act (or failure to act) or three years from when you should have known about the complaint. You must complain to the Legal Ombudsman within six months of you receiving a final response from us about your complaint.

The Solicitors Regulation Authority can help you if you are concerned about any aspect of 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 another characteristic. You can raise your concerns with the Solicitors Regulation Authority.

Intuitive Legal will keep you fully informed and provide you with a full written explanation if we are for any reason unable to meet any of the timescales noted above.

Please let us know if you have any special needs which need to be considered when dealing with your complaint.