1. Introduction

As the sole solicitor at Freya Law Limited, I am committed to providing the highest standard of legal services. However, if you feel dissatisfied with any aspect of the service, this procedure is in place to address your concerns promptly, fairly, and transparently. Although Freya Law is not regulated by the Solicitors Regulation Authority (SRA), I am personally regulated by the SRA in my capacity as a solicitor. It is important to note that complaints related to Freya Law as a business entity fall outside the jurisdiction of the SRA and the Legal Ombudsman, but I will still handle them in accordance with this procedure.

2. Who Can Complain?

Any client who is dissatisfied with the legal services provided by Freya Law or with my conduct as a solicitor may raise a complaint.

3. How to Raise a Complaint

If you are unhappy with any aspect of my service, please contact me directly. You can submit your complaint in writing, by email, phone, or in person using the following contact details:

Freya Law Limited (Yunus Emre Akbaba)
Address: 26 The Foister Building, 124 Charles Street, Leicester, United Kingdom, LE1 1LB
Email: complaints@freya.law
Phone: +44 116 4620984

4. What to Include in Your Complaint

To help me resolve your complaint efficiently, please include the following details:

• Your full name and contact details.

• A description of your complaint.

• Any relevant documents or correspondence.

• What you would like to happen to resolve the issue.

5. Acknowledgement of Your Complaint

Upon receiving your complaint, I will:

• Acknowledge receipt of your complaint in writing within 5 working days.

• Provide you with information on how I will investigate your concerns and when you can expect an outcome.

• Offer to resolve your complaint informally if appropriate, to ensure an early resolution where possible.

6. Investigation of Your Complaint

I will investigate your complaint thoroughly, reviewing any relevant files and correspondence. I will involve you during this process, consulting with you on any proposed resolutions. My aim is to complete the investigation and provide a response within 21 working days of receiving your complaint. If additional time is needed, I will inform you of the reasons for the delay and provide regular updates on progress.

7. Response to Your Complaint

Once the investigation is complete, I will write to you with the outcome of my investigation. This will include:

• A summary of the investigation.

• The outcome of your complaint.

• Any steps I propose to take to resolve the issue.

• An apology, if appropriate.

8. Escalation of Your Complaint

If I have not resolved your complaint within eight weeks or if you are dissatisfied with my final response, you may escalate the complaint to the Legal Ombudsman. Please note that the Legal Ombudsman only has jurisdiction over complaints related to me as a solicitor, not over Freya Law as a business entity. You also have the option of using alternative dispute resolution (ADR) to resolve the matter before escalating it to the Legal Ombudsman.

You can contact the Legal Ombudsman at:

Website: Legal Ombudsman
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

You must raise your complaint with the Legal Ombudsman within six months of my final response or within one year of the date of the problem occurring, or when you should have reasonably known about it.

9. Information at the Start of the Engagement

At the start of your engagement with Freya Law, I will provide you with a copy of this complaints procedure, including your right to refer complaints regarding my conduct or service to the Legal Ombudsman, if the complaint cannot be resolved within the appropriate timeframe. I will also inform you of any available alternative dispute resolution options.

10. Confidentiality

All complaints will be handled confidentially. Only I, as the sole director, will have access to your complaint, and I will ensure that it is dealt with professionally and respectfully.

11. Monitoring and Review

I take complaints seriously as they help me improve my services. I will keep a record of all complaints and outcomes to monitor patterns and ensure continuous improvement in client care. This procedure will be reviewed regularly to ensure its effectiveness.