COMPLAINTS POLICY
We aim to provide all our clients with the best legal service we can; however, in the unlikely event that something has gone wrong or they are no longer happy with our service, it is essential that you let us know straight away.
In the first instance, please write to the fee earner who is dealing with your matter. They will then refer your complaint either to the Proprietor or Ms Stewart depending on who has dealt with your case in the first instance.
Next
We will send a letter to you confirming receipt of your written complaint within 3 days together with a copy of our complaint’s procedure.
We will then look into your complaint. We will review your matter file or if the complaint relates to a billing issue, we will speak to our resident Accountant, Mr N Soopramanien.
Following this, we will send you a detailed written reply, making suggestions as to how we intend resolving the matter. We aim to do this within 21 days of receiving your initial complaint. Additionally, we may telephone you to discuss your complaint or invite you to a meeting into the office.
At this stage, if you are not satisfied, you can contact us again and we can review our decision.
We aim to resolve your complaint within a further 14 days.
If We Cannot Resolve Your Complaint
We sincerely hope that we will be able to satisfy you with regard to the action we have taken to address your complaint. If for any reason you are still unhappy, then you can contact the Legal Ombudsmen. They will look at your complaint independently and will act impartially. Before they investigate your complaint, they will check that you have tried to resolve the issue with us first. You can take your case to them if you meet the following criteria:
- Within 6 months of receiving our final response;
- One year from the date of the act or omission being complained about;
- One year from the date when the complainant should have realised that there was cause for complaint.
Contact Details for the Legal Ombudsmen
More information about the Legal Ombudsmen’s service can be found at:
Legal Ombudsmen
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Between 9.00 a.m. to 5.00 p.m.
Email: enquiries@legalombudsmen.org.uk
Contact Details for the Solicitors Regulatory Authority (SRA):
If you have any worries about our professional conduct in relation to how we have treated you, you can also contact the Solicitors Regulatory Authority at:
www.sra.org.uk/consumers/problems/report-solicitor.pag
Solicitors Regulatory Authority
The Cube
199 Wharf Side Street
Birmingham
B1 1RN
Telephone: 0370 606 2555 (call charges may apply)
Open 8.00 a.m. to 6.00 p.m. – Monday, Wednesday, Thursday and Friday
Open 9.30 a.m. to 6.00 p.m. on Tuesday
We sincerely hope that it may not be necessary for you to take your complaint any further and so we will do our upmost to resolve it so that you do not feel a need to contact either the Legal Ombudsmen or the Solicitors Regulatory Authority.
