We are committed to providing a high-quality service to all our clients. This includes a commitment to putting things right when they go wrong. Your complaint might concern the way in which you have been dealt with, the quality of advice or any invoice that you have received.
If you have a complaint, please contact the person acting for you in the first place. He will try to redress your unhappiness within seven days by phone, in writing or at a face to face meeting. If you are still unhappy please contact our complaint handing partner Mr Hassan and make a formal complaint. You can contact him by post at our office address, or by e-mail at firstname.lastname@example.org. It is preferable that you do put your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so for any good reason, you can contact by phone at 020 7247 6518.
We have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain to you why.
1. On receipt of your complaint Mr Hassan will send you a letter acknowledging your complaint and might invite you to a meeting to discuss your concerns. We will open a file for your complaint in our system and Mr Hassan will examine the file that we have on the work that we have been doing for you. We would look to acknowledge your complaint within two working days of receiving it and will complete our initial examination within seven days.
2. We might then invite you to a meeting or we will write to you to ask for further information. Alternatively we might write to you setting out our views on the situation and suggesting any redress that we would feel to be appropriate. We will aim to do this within seven days of completing our investigations.
3. Where we feel that we have failed in our standards we will offer appropriate redress. Such redress could include an offer an apology, an offer to make corrective action at our cost, or a payment of compensation.
4. If, by this stage, you are still not satisfied, it would be better for you to let us know, preferably within the next 21 days but there is no obligation on you to do so. We will then arrange to review our decision. We would generally aim to do this within ten days of hearing from you. We will usually do this by asking another partner in this firm to review the file that we have on your complaint and see if they agree with our response. We can also ask another firm with whom we may have reciprocal arrangement to have your complaint file reviewed. If you do not wish us to ask another firm to review your complaint you must let us know at that time.
5.We will let you know the result of the review within seven days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.
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 directly. Their Contact details are:
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ
The Solicitors Regulation Authority can also help you 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. You can raise your concerns with them by contacting them direct. Their website address is sra.org.uk