We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

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 at this stage. If you would prefer not to contact the person handling your case you can speak to their supervisor. The supervisor’s name can be found in the client care letter sent to you at the outset. 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.

Our procedure in relation to client concerns

You have contacted us with your concerns. We will now follow the procedure set out below.

What will happen next?

The Practice Manager (or in her absence the Client Care Partner) will send you a letter acknowledging your concerns within 3 days of receiving your letter. In that letter she will give you the name of the person who will be looking into matters for you. It is the role of the Practice Manager to ensure that the Firm’s procedures are followed rather than investigate matters on your behalf.

We will record your concerns in our central register and open a file.

We will then start to investigate your concerns. This may involve one or more of the following steps:

We may initially ask the member of staff who acted for you to reply to your concerns;

We may examine their reply and the information in your file. We may then ask them for more information. Alternatively the person allocated to investigate your concerns may send you a detailed reply to your concerns including our suggestions for resolving the matter. If it is felt appropriate we may invite you to meet the Supervising Partner to discuss and hopefully resolve your concerns. We will do this as soon as we receive all the details we need from the member of staff who acted for you.

Timescales

Our timescales for a response are dependent upon the nature of the concern that you have raised and whether the file has been closed. If the file has been closed we will need 5 working days to retrieve it from archive.

Once we have the file we will contact the member of staff who acted for you. If they are no longer with the firm for whatever reason we may try to contact them to assist in our understanding of the work carried out on your behalf. Former employees will be given 14 days to respond. If we do seek the assistance of a former member of staff we will write to you at that stage to inform you that we are taking that step as it affects the timescale in which we will be able to respond to you.

If we invite you to meet the Supervising Partner we will do this either:

• Within 14 days of sending you an acknowledgement letter (where the file is still open);

• Within 19 days of sending you an acknowledgement letter (where the file has been archived);

• Within 30 days of sending you an acknowledgement letter where we have to contact a former member of staff

The purpose of this meeting will be to greater understand your concerns. You may decline the meeting and this will not affect how we answer your concerns (as we understand them).

We will write to you within 3 days of any meeting to confirm what took place and any solutions we have agreed with you.

If your concern includes a request for repayment of fees paid or other monetary compensation then we may need up to 3 months from the receipt of your concern in order to reply fully. We may gave an initial response and assist on any urgent action that needs to be taken at our discretion.

If we write to you without inviting you to a meeting with the Supervising Partner we will do this within 30 days of sending you an acknowledgement letter.

At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:

• The Supervising Partner will review their own decision.

• We will arrange for someone in the firm who has not been involved in your concerns to review it.

• Mr Simon Thomas, our Compliance Officer for Legal Practice, will review your concerns.

We will let you know the result of this within 28 days of receiving your request for a review. We will also give you the name and address of the Legal Ombudsman. Any complaint to them must be made within 6 months of the date of our final decision. If we have to change any of the timescales above we will let you know and explain why. If you are still not satisfied, you can contact them about your concerns.

Legal Ombudsman

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will 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:

• Within six months of receiving a final response to your complaint;

• No more than six years from the date of act/omission; or

• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 am to 5.00 pm

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

The Solicitors Regulation Authority

We are authorised and regulated by the Solicitors Regulation Authority (Authorisation no. 70173 ). If you have a complaint about our behaviour, particularly in relation to dishonesty, financial wrongdoing or discrimination the SRA may be able to help you. Further information is available at: https://www.sra.org.uk/consumers/problems/report-solicitor.page and they may be contacted at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.

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You may print/download information from it for your personal use only, subject to Leeds Day Terms and Conditions of Use.

Do not reproduce any part of this website on any other website without our prior consent.

The contents of this website and the documents on it are provided for general information purposes only. Whilst we endeavour to ensure that the information on the website is correct, no warranty, express or implied, is given as to its accuracy and we do not accept any liability for error or omission.

Except for personal injury or death caused by our negligence, we shall not be liable for any damage (including, without limitation, damage for loss of business or loss of profits) arising in contract, tort or otherwise from the use of, or inability to use, this website or any material contained in it, or from any action or decision taken as a result of using this website or any such material.

While we aim to keep this website up to date some material may quickly become out of date. We recommend that before relying on any information on the website, you contact Leeds Day Solicitors.

We endeavour to ensure that this website is available 24 hours a day, but we will not be liable if for any reason the site is unavailable at any time or for any period.

The content of our website pages, documents and guidance notes and content are the copyright of Leeds Day (© Leeds Day 2026). Reproduction of part or all of the contents in any form is prohibited other than in accordance with express permission.

The copyright in some of the document content made available under our service may belong to third parties. In particular, Court forms are Crown copyrighted. Such material may only be used in accordance with the Crown’s Open Licence conditions of use which may be viewed at: www.nationalarchives.gov.uk/doc/open-government-licence/.

The documents and guidance notes are for use only within the jurisdiction of England & Wales. These conditions, which represent the entire agreement between you and us in relation to your use of our website, are regulated by English law and any dispute or claim that arises out of or in connection with this agreement or its subject matter or formation (including non-contractual disputes or claims) shall be settled within the exclusive jurisdiction of the courts of England and Wales.

In accordance with the Solicitors Regulation Authority’s Accounts Rules Leeds Day LLP is required to account to its clients for a fair sum of interest on money held by us in our Client Account when it is fair and reasonable to do so.

The holding of client money is incidental to the carrying out of clients’ instructions. In addition, we are required to hold client money in an instant access account to facilitate transactions. As a result, the rates of interest paid under this Policy are unlikely to be as high as those obtainable by individuals, particularly when regard is had to the fact that we must have instant access to monies that we hold.

Interest will be paid where:

• the amount calculated on the balance we hold exceeds £100.00. Where money is held in relation to separate matters for the same client we will treat each matter separately unless the matters are so closely related that they should be considered together; AND

• any balance held for you is for a period of at least 3 complete months.

Interest will not be applied to:

• money held in our client account on account of costs or disbursements (expenses);

• money held for transactional matters (such as conveyancing sales and purchases including contractual retentions and deposits) under £2m;

• money held in our client account in respect of which you have notified us that you do not wish to receive interest for religious or philosophical reasons; or

• money held in our client account in respect of which you have come to a different arrangement with us by way of a written agreement.

Where client monies are held in our General Client Account we will pay interest without deducting tax at source. Our clients will be responsible for declaring any interest to HM Revenue & Customs. Where client monies are held in a Designated Deposit Account interest will also be paid gross of Basic Rate Income Tax. You may need to declare the amount of any interest received for tax purposes.

Interest will be calculated on a daily basis. We will pay a fair sum in lieu of interest. For monies held in our General Client Account, interest will be based on the interest rate given to us by our Bank (currently 3.45%) minus 2.55%. If the rate of interest given to us by our Bank falls below 1%, no interest will be paid. The rates applied may be reviewed and changed without notice.

Interest will be calculated on cleared client funds. In the case of cheques received, this will be seven days after the cheque has been deposited with our Bank and, for amounts received in cash or via Credit or Debit Card, Standing Orders, BACS and CHAPS interest will accrue from the day after receipt into our Bank Account. Where Leeds Day LLP issues cheques from Client Account, interest will be calculated to the date upon which the cheque is drawn.

We will normally account to clients for interest at quarterly intervals. This does not affect the period for which interest is calculated in accordance with the provisions of this policy.

Clients may contract out of receiving interest by signing a written agreement to that effect with us. It is our responsibility (through the implementation of this policy) to ensure that you have been provided with sufficient information at the outset of the matter to enable you to give informed consent to this process.

This Interest Policy, including the de Minimis limit of £100.00, will be reviewed periodically, particularly if changes are made to the Bank of England’s Interest Rate.

Complaints regarding this Interest Policy and the amounts of interest paid should be directed to our Practice Manager. If this does not result in a satisfactory resolution then clients may be entitled to refer the matter to the Legal Ombudsman, details of which are: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

Correct as at: 11/8/25

Leeds Day LLP is committed to respecting the privacy of all visitors to its website and of its clients and contacts. You are invited to read the our full privacy & cookie notice to understand how we protect and use and the information that you provide to us or that we retain about you. This will help you to understand what your rights are in relation to information that we hold.

Save as provided elsewhere in our terms and conditions, we will retain any personal data given by ‘you’ to ‘us’ for the purposes of any initial enquiry or job application for a period of up to 12 months from receipt of such data from ‘you’. ‘Your’ personal data will be deleted at, or any time up to, the end of that period.

This firm maintains professional indemnity insurance in accordance with the rules of the Solicitors Regulation Authority. Details of the insurers and the territorial coverage of the policy are available for inspection at our offices.