We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately so that we can do our best to resolve the problem. 

 

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case. 

 

Complaints Procedure at Sandstone Legal  
At Sandstone, we value any feedback from our clients, positive or negative. We treat all complaints about our service extremely seriously so that we can continue to improve the service for our clients and give them the highest possible standard of service. 

If you feel you need to make an initial complaint, please raise this with the person dealing with your case. We will aim to resolve any problems as quickly as possible. 

 

STAGE 1: Making an Initial Complaint 
Procedure following acknowledgement of a formal complaint: 

 

• When you have made your complaint in writing, via email or letter, we will acknowledge your complaint within two working days of receiving the complaint. 

• A full formal response will be provided within 10 working days. 
• We will tell you the name of the person handling the matter. 
• As well as being informed of the person dealing with your complaint, our designated Complaints Handler and a Director will also be notified. 
• We will deal with your complaint efficiently and investigate fully. Some complaints may be referred directly to a Director for investigation. 
• All of your files will be updated, detailing your complaint and the outcome. 

 

STAGE 2: Further Complaint? 

If you remain dissatisfied with our service after making an initial complaint to the person dealing with your case, please contact Sandstone’s Complaints Department, making your complaint for the attention of the Directors: 

Address: Sandstone Legal, Complaints Department, First Floor, Fraser House, South Road, Lancaster, LA1 4XQ 

Email: complaints@sandstonelegal.com 

When you have made your complaint in writing, via letter or email, a member of Sandstones’ Senior Management team will acknowledge your complaint within two working days of receiving the complaint. 

A full formal response will be provided within 10 working days. 

What to do if we cannot resolve your complaint: 
Where we are unable to resolve a complaint to your satisfaction within eight weeks of you having submitted that complaint, you may have the right to complain to the Legal Ombudsman. 

The Legal Ombudsman can look at your complaint independently and it will not affect how we handle your case.  Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman.There are time constraints within which you can involve the Legal Ombudsman. Effective from 1 April 2023, the Legal Ombudsman scheme rules say they can only look at your complaint if: 

• Your complaint is made within one year of the problem happening; or 
• Your complaint is made within one year from when you found out about the problem; and 
• You refer your complaint to the Ombudsman within six months of our final response. 

 

Contact details: 
If you would like more information about the Legal Ombudsman, you can contact them at: 

Legal Ombudsman, PO Box 6806,Wolverhampton, WV1 9WJ 

Visit: www.legalombudsman.org.uk  http://www.legalombudsman.org.uk 

Call: 0300 555 0333 between 9:00 to 17:00 

Email: enquiries@legalombudsman.org.uk 

 

What to do if you are unhappy with our behaviour 
The Solicitors Regulation Authority can help if you are concerned about 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 other characteristic. 

 

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority https://www.sra.org.uk/consumers/problems/  

 

What will it cost? 
You will not be charged for our work investigating a complaint made by you. 

Please note that if we have issued a bill for work done on a matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained within our Terms and Conditions of Business. 

 

The Legal Ombudsman service is free of charge. 

 

Special Requirements 
If because of a special need, you require us to deal with your complaint or communicate with you in a particular way please let us know so that in as far as is practicable, this may be accommodated. 

 

Contact Us 
If you have any questions or comments, wish to complain, or simply need more information, please contact us. 

Address: Sandstone Legal, Complaints Department, First Floor, Fraser House, South Road, Lancaster, LA1 4XQ 

Telephone: 0161 470 1511
Email: complaints@sandstonelegal.com