PI client's complaint unresolved after eight weeks: Legal Ombudsman information (Code 8.4)

Paragraph 8.4 of the Code requires that, where a client's complaint has not been resolved to the client's satisfaction within eight weeks of being made, the client is informed in writing of any right to complain to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman. Mrs Okonjo complained on 3 March. By 5 May more than eight weeks have passed and she is not satisfied. The firm must therefore write to her now with that information, even though its own investigation continues. Under para 8.5 the firm must also continue to deal with the complaint promptly, fairly and free of charge. This duty sits alongside para 8.3, which required the firm to tell her in writing at the start of the retainer about her right to complain and how to do so.

Why B is wrong: Para 8.4 is triggered once eight weeks pass without a resolution satisfactory to the client, even if the firm's procedure has not finished.

Why C is wrong: Service complaints go to the Legal Ombudsman, not the SRA; the firm's duty is to tell the client of her right to complain to the Ombudsman.

Why D is wrong: The Code contains no such rule; the eight-week point triggers a duty to give information, not to pay compensation.

Why E is wrong: The information must be given in writing and must include the time frame and full contact details; the Ombudsman route is not delayed until the firm finishes.