This document explains how Thaxted Legal Ltd will accept, record, investigate and resolve complaints made about its services.
Standards of Service
Thaxted Legal Ltd aims to provide all its clients with the highest standards of service and client care. If you feel that we have failed to provide this to you, you need to inform us so we can try to resolve any problems. We will also learn from this so that we can improve our service.
How to make a complaint
Thaxted Legal Ltd will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.
If you are not satisfied with any aspect of our service you may initially want to discuss this with your adviser, to see if the matter can be resolved quickly.
If you have spoken to your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint.
You can make your complaint in writing to Katarzyna Janucik, who is the Director and Solicitor at Thaxted Legal Ltd. Katarzyna Janucik is responsible for handling complaints in relation to legal services provided by Thaxted Legal Ltd. Katarzyna Janucik can be contacted at: Kasia@thaxtedlegal.com or phone: 0203 488 9710.
What Happens Next
We will acknowledge your complaint in writing by email as soon as possible but no later than within two working days of receipt. We may ask you to explain it in more detail and clarify it.
Within two working days of receipt of your complaint or of receiving further clarification from you whichever is later, we will start an investigation into your complaint. This will usually involve a thorough review of your complaint, a review of your file and of any other relevant documentation that we hold. We will also discuss the complaint with the person that handled your matter.
We will investigate and provide you with a response to your complaint within 15 working days of our receipt of your complaint or receipt of your clarifications whichever is later. If we have to change the time-scale for any reason, we will let you know and explain why.
We will keep details of your complaint in our central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and our response to your complaint.
Investigation
Your complaint will be investigated in the following way:
1. Katarzyna Janucik will consider the information provided in the complaint and any other relevant material (such as the contents of your case file).
2. Katarzyna Janucik will prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
3. If we are unable to resolve matters to your satisfaction you are entitled to contact the Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Website is www.legalobudsman.org.uk, contact number 0300 555 0333, email enquiries@legalombudsman.org.uk .
The relevant time periods for reporting a complaint to the Legal Ombudsman are no longer than six months after receiving our final response to your complaint and no more than one year from the date of the act or omission being complained about, or no more than one year from the date when you should reasonably have known that there was cause for any complaint.
4. We are regulated by the Solicitors Regulation Authority, regulation number 8012271. You can also contact the Solicitors Regulation Authority (SRA) if you think a solicitor might have breached the Code of Conduct or SRA Principles. Reports can be made through the SRA website.
October 2026