Complaints Handling Policy
We aim to provide the best possible service to our clients and, in order to do this, we need to know from you if you feel dissatisfied. Should you have any occasion to feel unhappy about our service, or about the bill, please contact the person responsible for your matter to discuss your concerns. Often, many problems can be resolved in this way. Should you wish to make a complaint, our Client Care Director, Mrs Narita Bahra, is the person who deals with these matters and will be prepared to meet with you, where necessary, to discuss your complaint. If your complaint is about Mrs Bahra then it will be referred to another Director of our firm. We have a procedure in place which details how we handle complaints which is available upon request. Our contact details are as follows:
A: 81 Chancery Lane, London, WC2A 1DD
T: 0203 196 7822
Making a complaint will not affect how we handle your case.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within 5 working days of receiving it, enclosing a copy of this procedure.
We will investigate your complaint. This will normally involve passing your complaint to our Client Care Director, Mrs Narita Bahra, who will review your matter file and speak to the member of staff who acted for you.
You will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 10 working days of sending you the acknowledgement latter.
If you would prefer a meeting to discuss our written reply to your complaint please contact us to arrange so within 5 working days from the date of our letter.
If you are still not satisfied, you should contact us again and we will arrange for another Director within the firm to review the decision.
We will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you remain unsatisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. We would hope that this does not become necessary and that we can resolve matters between ourselves. Contact details are as follows:
PO Box 6806
0300 555 0333
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:
a) Six years from the date of the act or omission about which you are complaining occurring, or
b) Three years from the date you should reasonably have known there were grounds for complaint.
The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October 2010.
If we have to change any of the above timescales, we will let you know and explain why.
Alternative dispute resolution
Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint body you should advise us and we will then state if we agree.
Complaints in relation to bills
The procedure above also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of that bill.
Raising concerns with our regulator
The Solicitors Regulation Authority (SRA) 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 find information about raising your concerns with the SRA at www.sra.org.uk/consumers/problems/report-solicitor.