Complaints Policy

We strive to deliver top-notch service to our clients. If any issues arise or if you’re dissatisfied with our service or charges, please inform us promptly. Your feedback allows us to address concerns swiftly and ensure your satisfaction.

Our complaints procedure

Initiate a discussion with the lawyer handling your case to address any issues. If resolution is not achieved, kindly reach out to the Team Leader, whose name is provided in the Costs Information and Terms of Business document sent to you upon engaging our services.

What will happen next?

Ms. Thakur will send a letter acknowledging your complaint and seeking clarification on any details. While we typically handle complaints through correspondence, we may propose a meeting if deemed appropriate. If administratively or geographically more convenient, Ms. Thakur may delegate your complaint to another caseworker, and you will be duly informed. Subsequently, the following steps will be undertaken:

Your complaint will be recorded in our central register.
An investigation will be conducted by reviewing your file and consulting with the lawyer overseeing your matter and their Team Leader.
The investigator will aim to provide preliminary views within 21 days of obtaining comprehensive details about your complaint. Alternatively, a meeting may be proposed to discuss your concerns and explore resolution options. If you prefer a meeting, please express this during the period, and we will make efforts to schedule it promptly.
In case of a meeting, sufficient notice will be given as well as the location of the meeting. If attending is challenging, please inform us. You may bring a friend or representative, limited to one additional person.
During the meeting, suggestions may be presented, or we may request time to consider your input and propose appropriate steps to address the issues. We will confirm the meeting’s occurrence and outline any agreed-upon suggestions or subsequent proposals within five days.
If no meeting occurs, a letter will be sent detailing the investigation’s conclusion and any suggested resolutions.
If dissatisfied, notify us within ten working days of receiving our conclusions/suggestions, specifying your concerns. Ms Thakur or another designated partner will review your case and inform you of the results within ten working days. If unresolved, we may propose involving the local Law Society’s conciliation service.

If you are not satisfied by the outcome of our complaints process?

If you are not satisfied with our handling of your matter/concern you may ask the Legal Ombudsman to consider your complaint. His address is: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH (Tel. 0300 555 0333 ). The email address is enquiries@legalombudsman.org.uk alternatively the website may be found at www.legalombudsman.org.uk

The time limits for the Legal Ombudsman accepting a complaint are:

six years from the date of the event/omission, or
Three years from when you should have known about the complaint

However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. The timing for referral of complaints to the Legal Ombudsman is six months from the end of our complaint process. If you object to our bill you also have the right to apply to the Court for an assessment of our charges under Part III of the Solicitors Act 1974. The Solicitors Regulation Authority can help you, if you are concerned about our behaviour. If you feel that we may have been dishonest or treated you unfairly because of your age, disability or other characteristic, then please see its website: http://www.sra.org.uk/consumers/problems/report-solicitor.page.