We are committed to providing a high quality legal service to all our clients, but even in the best law firms there can be matters of concern. We treat complaints very seriously and make every effort to deal with them effectively.
What will happen next?
- We will send you a letter or e-mail acknowledging receipt of your written complaint within seven days of receiving it, enclosing a copy of this procedure, by post or by email.
- We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Kareem Baig, who will review your matter file and speak to the member of staff who acted for you.
- The Client Care Partner will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 21 days of sending you the acknowledgement letter or email.
- At this stage, if you are still not satisfied you can contact us again and we will arrange for the Client Care Partner to review our decision.
- We will 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 do not believe we have responded to your complaint within a reasonable period of time or you are still not satisfied with the response, you can then contact the Legal Ombudsman at: PO Box 6806, Wolverhampton, WVI 9WJ, about your complaint. Any complaint to the Legal Ombudsman must usually be within 6 months of the date of receiving a final written decision from us about your complaint, but for further information you should contact the Legal Ombudsman on: 0330 555 0333 or at: www.legalombudsman.org.uk. Please note that the legal service provided by the Legal Ombudsman is only available to certain types of clients, in broad terms they are for individuals or micro businesses. For exact criteria please refer to the Legal Ombudsman’s web-site set out above. The referral to the Ombudsman has to be made within 6 years of the act or omission about which you are complaining (or if outside of this period, within three years of when you first became aware of the problem or should reasonably have been aware of the problem).
- If we have to change any of the timescales above, we will let you know and explain why. In any event we will respond to your complaint within 8 weeks from the date of receipt of your written complaint.
- If you are not satisfied with the amount of our fee you may also have our charges reviewed by the Court subject to timescales of legislation. This is called “assessment”. Your rights are set out in Part III of the Solicitors Act 1974. However, the Legal Ombudsman may not consider a complaint about our charges if you have not applied to the Court for assessment of the bill.
- During the course of our investigation, we may contact you to request further information concerning the detail of your complaint in such circumstances, the timescale indicated above may be extended.
- Should you wish to report this firm to the Solicitors Regulation Authority (SRA) for breaching the SRA Principles, then you should set out your concerns clearly, identify individuals you consider responsible and attach any evidence you have in support by completing a report form and submitting this to the SRA. Further information can be found by entering the following URL: https://www.sra.org.uk/consumers/problems/report-solicitor/