We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately so that we can do our best to resolve the problem.
Internal Complaints Process
However, we recognise that occasionally you may wish to raise concerns with us about the service that you have received. In the first instance we suggest that you raise these concerns with the person dealing with your case, who will try to help. Alternatively, you may contact their supervisor and or the Head of Department who supervises the handling of your case. A copy of our full written complaints procedure is set out below.
If you feel the need to raise an issue formally, then we would request that you put this in writing and address it to Pramod Sanatun, Complaints Director, the Client Care Department at our office address. Alternatively, please contact us on 0207 183 0335.It is the policy of the firm that:
● Every complaint made by a client is reported and recorded centrally.● Every complaint received is responded to appropriately.● The cause of the problem is identified, appropriate redress is offered, and unsatisfactory procedures are corrected.
Our complaints procedure is as follows:
Step One:If you have not already done so, please let me know the full nature of the problem. You can do this by emailing Pramod Sanatun, the Complaint Director at moc.lagelnamelppa%40nutanas.p, or writing to me at 280 High Road, N15 4AJ.
Step Two:We will write to you acknowledging your complaint within three working days. In this letter, we shall confirm what happens next.
Step Three: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 acknowledgment 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.
Step Four:If you do not want to or are unable to attend such a meeting, we are happy to send you a detailed, written response, including our proposed solution, within fourteen working days of sending you the letter acknowledging receipt of your complaint.
Step Five:If you are satisfied with our response in either Step three or four above, that will be the end of the matter. However, if you are not satisfied, you should contact us again and we will write to you within fourteen days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.
Step 6: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 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.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
● Within six months of receiving a final response to your complaint and● No more than six years from the date of act/omission; or● No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them:
Call: 0300 555 0333 between 9.00 to 17.00.
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.