Complaints

Complaints Procedure

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. If you would like to make a formal complaint, then you can follow the complaint process as follows;

Internal Complaints Process

We are committed to providing all our clients with a quality service. If you wish to give feedback on client satisfaction either during your case or at the end of your matter, we invite you to do so through our client feedback questionnaire.

However, we recognise that occasionally you may wish to raise concerns with us about the service that you have received.  In the first instance we suggest that you raise these concerns with the person dealing with your case, who will try to help.  Alternatively, you may contact their supervisor and or the Head of Department who supervises the handling of your case.

A copy of our full written complaints procedure is available on request.  If you feel the need to raise an issue formally, then we would request that you put this in writing and address it to Kishan Soburrun, Complaints Director, the Client Care Department at our address above.  Alternatively, please contact us on 0207 183 0335.

Your complaint will be formally acknowledged and the full procedure that will be followed in dealing with your complaint will be explained to you at that time.  Your complaint will be dealt with promptly, fairly, openly and effectively. We have eight weeks to consider your complaint.

Making a complaint will not affect how we handle your case.

Once you have exhausted the company’s complaints procedure, you are also entitled to seek a review of your complaint by the Legal Ombudsman, an independent complaints body, the process and details of which are detailed in the next section of this guide.

What to do if we cannot resolve your complaint

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

and

  • 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority