Complaints Policy

We aim to meet the expectations of our clients, however, if we fall short, we will work together with our clients to resolve any concerns clients may have. They can immediately raise their concerns with the person who is currently allocated with their matter. If this fails to resolve your concerns to your satisfactory then please contact the firm’s Complaints Officer.

Under the Solicitor Regulation Authority Rules, we are committed to providing high quality legal advice and client care. If you are unhappy with any aspect of the service you have received or about your bill, we would ask you to initially discuss this with the fee earner with conduct of your matter.

You will be provided with a copy of our complaints policy with our company’s Terms and Conditions once you have officially decided to instruct us.

We take all complaints very seriously and strive to resolve them as quickly and efficiently as possible. Our goal is to provide our clients with the best possible service and we are committed to addressing any issues that may arise. We hope that our 3 stage complaint process will provide you with a fair and satisfactory resolution to any concerns you may have.

We understand that sometimes, despite our best efforts, our clients may not be completely satisfied with our services. In such cases, we have a 3 stage process in place to address any complaints that may arise.

Stage 1

The first stage of our complaint process is to send a formal complaint to [email protected]. This email will be received by our team and forwarded to the senior solicitor or fee earner who is currently handling your case. They will carefully review your complaint and provide a detailed response within 14 days.

Stage 2:

If, at this stage, you are still not satisfied with the response from your solicitor, you may escalate your complaint to our senior office manager, Mr. Ravin Singh, by sending an email to [email protected]. Along with your complaint, please include the response you received from your solicitor. Mr. Singh will review your complaint and the solicitor’s response, and provide a response within 14 days.

Stage 3:

In the rare case that you are still not satisfied with the response from your solicitor and the senior office manager, you have the right to raise your complaint to our company’s founder and principal solicitor, Ms. Kanchan. You can send your complaint to [email protected]. Ms. Kanchan will conduct a full investigation into your matter and provide a detailed response within 8 weeks.

Should you remain dissatisfied with our handling of the complaint, or about the firm’s bill, you can ask the Legal Ombudsman to consider it further. Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have 8 weeks to deal with your complaint. If you are not satisfied with our handling of your complaint after the 8 weeks has expired you can ask the Legal Ombudsman to consider the complaint. The time limit to bring a complaint to the Legal Ombudsman is 6 months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

Please note that from 1 April 2023 these time limits are changing.

Please be aware that any complaint to the Legal Ombudsman must usually be made with six months of you having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occuring; or within one year from when you should have know about or become aware that there were grounds for complaint.

Their contact details are: Legal Ombudsman

Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk

Email: [email protected]

Complaints Policy

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