Our Complaints Procedure

We want to give you the best possible service in relation to your matter however, if you are unhappy about the service provided then you should inform us immediately preferably in writing so that we can try to resolve any issues. It is advisable that you should contact the person who is dealing with your matter to discuss and resolve any issues however, if you would like to make a formal complaint then you should do so in accordance with the complains procedure, which is set out below and any complaint should be sent to us in writing.

We will send you a letter or email acknowledging your complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive this letter or email within 5 working days of us receiving your written complaint.

We will record your complaint in our central register, and we will do this within 1 working day of receiving your complaint.

We will then start to investigate your complaint. This will normally involve the following steps: –

1. We will pass your complaint to our Mr B Sumon who is our Client Care Executive as soon as possible, he will ask the member of staff who acted for you to reply to your complaint within 8 weeks.
2. We will then examine their reply and the information in your complaint and if necessary, we may also need to speak to them again for more information.

Our Mr B Sumon will then invite you to meet with him and discuss and hopefully resolve your complaint.

1. Within 5 working days of the meeting, our Mr B Sumon will write to you to confirm what took place in the meeting and highlight any solutions he has agreed with you.
2. If you do not want a meeting, you must inform us in writing or if it is not possible to have a meeting, our Mr B Sumon will send you a detailed reply to your complaint. This will include any suggestions for resolving the matter. He will do this within 10 working days of completing the investigation.
3. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. Another more senior member of the firm will review Mr B Sumon’s decision within 10 working days of receiving your written request to review.
4. We will let you know the result of the review by writing to you confirming our final position on your complaint and explain to you, our reasons.
5. If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with solicitors.
6. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
7. We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.

 The Legal Ombudsman’s contact details are: –

Telephone: 0300 555 0333 Minicom: 0300 555 1777

Website: www.legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

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

You can raise your concerns with the Solicitors Regulation Authority.

Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN, www.sra.org.uk

Telephone: 0370 606 2555

If we have to change any of the timescales above, we will let you know in writing and explain why.