Complaints Policy

Last updated: 29 August 2025

We want to give sharp and reliable service. But if something goes wrong — tell us. We take complaints seriously.

1. Informal first

Raise concerns with your case handler in the first instance. Often we can fix things fast.

If you’re not comfortable doing that or not satisfied, email: complaints@lucid.legal

2. What happens next

  • We’ll acknowledge your complaint within 3 working days — and send this policy
  • We’ll log the complaint in our central register
  • We’ll investigate — this may involve reviewing your file and speaking to the case handler involved
  • We may ask for more information to clarify the issue

3. Meeting (optional)

If helpful, we may offer a meeting (in person or by call). We’ll aim to do this within 14 days of our acknowledgment.

You don’t have to meet. It’s up to you.

4. Outcome

If we meet, we’ll confirm in writing what was discussed and any outcome within 3 working days.

If no meeting, we’ll write to you with our decision and any proposed resolution normally within 28 days of acknowledging your complaint.

If that timeline changes, we’ll let you know.

5. Final response

If you’re still not satisfied, tell us. We’ll review and give you a final written response within 14 working days.

6. Legal Ombudsman

If you’re still unhappy, you can contact the Legal Ombudsman:

Time limits:

  • Within 1 year of the issue — or when you should’ve known about it
  • Within 6 months of our final response

7. Not a client?

Non-clients can also complain. We’ll assign a partner to investigate and respond within 14 days.

8. Serious concerns

If your concern is about dishonesty, discrimination or loss of money, report it to the SRA: www.sra.org.uk

9. No charge

We don’t charge for handling complaints.

Clear process, fair response, no drama.