Once you have made a complaint to your service provider, they have up to eight weeks to respond. If you aren’t happy with their final response, or they haven’t responded within the eight weeks, you can then ask us to look at it.
Ordinarily, you can ask us to look at your complaint if it meets ALL three of the steps below:
- The problem or when you found out about it, happened after 5 October 2010; and
- You are referring your complaint to the Legal Ombudsman within either of the following: Six years of the problem happening or three years from when you found out about it; and
- You are referring your complaint to us within six months of your service provider’s final response.
If your complaint is about a legal service provided by an accountant, the problem must have happened after the date the accountant was regulated to provide legal services by the Institute of Chartered Accountants for England and Wales (ICAEW) and not from 5 October 2010. Please contact us for more information.
If your complaint does not meet all of these time limits we may not be able to investigate it.