Our complaints policy
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.
Please note that you have the right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. We will however suggest you discuss your concerns with us first so that we can review the bill.
If you have a complaint, please contact us with the details, preferably in writing.
It is our intention to handle any complaint promptly, fairly, openly and effectively in accordance with the Solicitors Regulation Authority (SRA) Code of Conduct 2011, Outcomes 1.9 – 1.11.
The above rules can be viewed in You Care section of the SRA Code of Conduct 2011 at the link below:
http://www.sra.org.uk/solicitors/handbook/code/part2/rule1/content.page
If you complain,
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to the Fee Earner who has the conduct of your case. The Department Head will look into the complaint and review your file and also speak to the member of staff who acted for you.
- You shall be contacted afterwards in order to discuss your complaint. If necessary, you will be invited to a meeting to discuss and hopefully resolve your complaint. This shall be done normally within 14 days of sending you the acknowledgement letter.
- You shall be sent a detailed written reply to your complaint, including suggestions for resolving the matter (or any solutions agreed with you) normally within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for your complaint to be re-investigated further by Rana who is the Principal of the firm and Supervisor.
- We will normally write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can contact:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
SRA
The Solicitors Regulation Authority (SRA) can be contacted if you have concerns about our behaviour. The SRA regulates solicitors to make sure they behave independently, fairly and with integrity. Please note that the SRA does not deal with complaints about poor service.
The SRA can be contacted at www.sra.org.uk or by phone on 0370 606 2555 or by post to The Cube, 199 Wharfside Street, Birmingham, B1 1RN