We aim to give you the best possible service. If issues arise in relation to the service we have provided, then we would urge you to contact the Fee Earner involved or their Supervisor (whose name will be on the client care letter) immediately, so that we can do our best to resolve the problem.
Our complaints procedure is as follows:
If you have not already done so, please let us know the full nature of the problem. We would prefer that your complaint to be confirmed in writing in order that any scope for misunderstanding can be avoided. However, this is not obligatory, and you are welcome to provide the details to us over the telephone or face to face. If you are setting out your concerns in writing then you can do this by emailing firstname.lastname@example.org or writing to us at Amba House, Management Suite, 15 College Road, Harrow, HA1 1BA.
We will write to you acknowledging your complaint within five working days and confirm what happens next.
We shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to you notifying you of this together with the reason why and giving a revised timescale. Once the investigation has been completed, we shall invite you to a meeting to discuss the issue(s) you have raised and hopefully resolve the complaint. This meeting will take place within fourteen days of sending you the acknowledgement letter.
Following the meeting, we shall write to you within five working days of the meeting to confirm our discussion and the solution agreed upon and/or any final redress that is offered.
If you do not want to or are unable to attend such a meeting, we shall send you a detailed, written response, including any proposed solution, within fourteen working days of sending you the letter acknowledging receipt of your complaint.
We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may then ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.
Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint.
Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint.
However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.
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 treating you unfairly because of your age, disability or other characteristics. You can raise your concerns with the Solicitors Regulation Authority (/consumers/problems/report-solicitor.page) If the Fee Earner and Supervisor are not able to resolve the problem and you have a complaint, please contact us with the details. We would normally expect this to be made in writing marked for the attention of the Ms Lalli.