Complaints procedure
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. If you have any queries or concerns, in the first instance please contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
Our complaints procedure
If you would like to make a formal compliant than please contact us in writing with the details. We expect complaints to be made within a reasonable timescale.
What will happen next?
- We will send you a letter acknowledging receipt of the complaint as soon as possible, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to Sunil Radia or another partner in the firm, who will review your matter file and speak to the member of staff who acted for you.
- He, or the member of staff who acted for you, will then give you a full written response including suggestions for resolving the matter.
- At this stage, if you are not satisfied you should contact us again and we will then invite you to a meeting with Sunil Radia or another partner in the Firm to discuss and hopefully resolve your complaint.
- He will write to you as soon as possible following the meeting to confirm what took place and any solutions he has agreed with you.
- If it is not possible or appropriate to hold a meeting, or you do not want a meeting, Sunil Radia or another partner in the Firm will send you a more detailed reply concerning your complaint if he considers this appropriate.
- If we have to change any of the timescales or personnel dealing with your complaint, we will let you know and explain why.
If you are still not satisfied, you can contact the Legal Ombudsman on P O Box 6167 Slough, SL1 0EH 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 and
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should reasonably have known that there was cause for complaint.
For further information you should contact them on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour
