Complaints Procedure
Flashpoint Legal Ltd is committed to providing a high-quality service to every client. If something goes wrong, we want to know about it so we can put it right.
How to complain
If you are unhappy with any aspect of our service or your bill, please contact Brenda Samuels, Solicitor, in the first instance. Please tell us what happened, when, and what outcome you are looking for — this helps us investigate quickly.
- Phone
- 020 3916 6049
- info@flashpointlegal.com
- Post
- Flashpoint Legal Ltd
The Beehive
Beehive Ring Road
Crawley, RH6 0PA
What happens next
We will look into your complaint and respond in writing. We aim to resolve complaints within eight weeks of receiving them. If we need longer, we will tell you why and give you a revised timescale.
If you are not satisfied
If you remain unhappy with our response, you can ask the Legal Ombudsman to look into your complaint independently and free of charge. You normally need to refer your complaint to the Legal Ombudsman:
- within six months of receiving our final response; and
- no more than one year from the date of the act or omission you are complaining about, or no more than one year from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman has discretion to consider a complaint referred outside these time limits where it considers it fair and reasonable to do so.
- Legal Ombudsman
- PO Box 6167, Slough, SL1 0EH
- Phone
- 0300 555 0333
- enquiries@legalombudsman.org.uk
- Website
- www.legalombudsman.org.uk
Complaints about conduct rather than service
If your complaint is about our professional conduct rather than the quality of our service — for example, dishonesty or a breach of the SRA's rules — you can also contact the Solicitors Regulation Authority at www.sra.org.uk/consumers/problems.
Flashpoint Legal Ltd is authorised and regulated by the Solicitors Regulation Authority, SRA No. 807809.