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Our Commitment to Quality

We aim to provide a high quality legal service to our clients.  When something goes wrong, we need to know about it so that we can put things right and improve our standards.

The procedure outlined below also helps us to identify and address any systemic failings or areas of bad practice. Where appropriate, we will offer an apology and, in some cases, provide recompense to those who complain.

Complaints Procedure

Formal Complaint can be brought by any client, potential client or someone authorised to do so on their behalf about our services or our charges.

There are occasions where clients express concerns which can properly be dealt with swiftly and resolved informally by the Supervisor of the staff member with conduct of the matter. If the matter is not resolved it should be referred to the Complaints Handler, Fatiha Begum.

  • A Formal Complaint is defined as:
  • A substantial expression of dissatisfaction
  • Made by any means of communication
  • About an alleged act or omission of, or the general standard of service provided by, the firm’s employees, consultants or agents
  • Which the complainant alleges has led or may lead to the complainant suffering financial loss, distress, inconvenience or other detriment
  • Which requires investigation and a response
  • Which, if upheld, could result in an apology and/or recompense.

The Complaints Handler will deal with the Formal Complaint promptly, fairly, openly and effectively.

The Complaints Handler will:

  1. Confirm the complainant’s preferred method of communication and help them understand the process.  Although it does assist if the complaint is put in writing, complainants can communicate with the  Complaints Handler in any way they wish.
  2. Acknowledge receipt of any Formal Complaint within 5 working days.
  3. Normally provide a substantive response within 15 working days.  If more time is required then the complainant will be informed of the reasons for this, with 8 weeks normally being the maximum length of time for any final response to be provided.

In order to provide the substantive response, the Complaints Handler will:

  1. Embark upon an investigation of the circumstances of the case by
    undertaking a fact finding exercise being impartial, open, transparent and proportionate to the seriousness of the complaint.
  2. Establish where possible what the complainant wants as an outcome.
  3. Identify the cause of the problem and offer any appropriate redress and correct any satisfactory procedures.
  4. Inform the complainant at the conclusion of the investigation of their right to take the matter to the Legal Ombudsman should they wish to do so and provide their contact details.

The Complaints Handler will keep a central record of complaints which is reviewed quarterly by the director.

The Legal Ombudsman

If we are unable to satisfactorily resolve the Formal Complaint, then the client will be informed of their right to take the matter to the Legal Ombudsman. Before a client approaches the Ombudsman, they must usually have already made a Formal Complaint to us.

The Legal Ombudsman will not normally consider a complaint unless:

  1. It is made within 6 months of the client receiving a final response from us; and
  2. It is made no later than one year from the date of the act or omission being complained about; or
  3. No more than one year from the date when the client should reasonably have known there was cause for complaint.

The Legal Ombudsman can accept late complaints and may do so if the Legal Ombudsman considers it is “fair and reasonable” to accept the late complaint for investigation.

A referral to the Legal Ombudsman is generally not available to the following clients:

  • most businesses (unless they are defined as micro enterprises)
  • charities or clubs with an annual income of more £1m, or
  • trustees of trusts with asset value of more than £1m

Further details are available at: www.legalombudsman.org.uk/

The Legal Ombudsman can be contacted by:

Telephone: 0300 555 0333

E-mail: enquiries@legalombudsman.org.uk

Post: PO Box 6167, Slough, SL1 0EH.

The Solicitors Regulation Authority

We are regulated by the Solicitors Regulation Authority (SRA). The SRA can help 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.

Further details, including how to report a solicitor or firm, are available at: www.sra.org.uk

The Solicitors Regulation Authority can be contacted by:

Telephone: 0370 606 2555

E-mail: contactcentre@sra.org.uk

Post: SRA, The Cube, 199 Wharfside Street, Birmingham B1 1RN

This Complaints Policy and Procedure is intended to comply with the Legal Ombudsman’s Scheme Rules, as last updated on April 2023.

This Complaints Policy and Procedure was last reviewed on 28 June 2024.

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