Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Navpreet Sahota, who will review your matter file and speak to the member of staff who acted for you.
  3. Navpreet Sahota will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Navpreet Sahota will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Navpreet Sahota will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for insert appropriate alternative such as review by another local solicitor or mediation to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the 0300 555 0333 or email at enquiries@legalombudsman.org.uk

Legal Ombudsman team is available from 8.30am to 5.30pm to answer your calls. If you want to write to us, our address is PO Box 15870, Birmingham B30 9EB.Any complaint to the Legal Ombudsman must usually be made within six months of the end of the work we did for you, or within six months of finding out there was a problem

For further information, you should contact the Legal Ombudsman (0300 555 0333) or refer to www.legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.

How a client can contact SRA in case of a complaint

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, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.

How to contact Legal Ombudsman

The time limit for referring a complaint to LeO will be not later than one year from the date:

  • of the act or omission being complained about; or
  • when the complainant should have realised that there was cause for complaint

LeO will have discretion to accept out-of-time complaints in circumstances where it deems it “fair and reasonable to do so”.