Unhappy with our Service?
Please do not hesitate to use our Complaints Handling Procedure
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 write to Mrs Kuldeep K Bains, our client care officer.
What will happen next?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 3 days of us receiving your complaint.
2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
*3. If appropriate we will then invite you to meet Mrs K K Bains to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, Mrs K K Bains will write fully to you setting out her views on the situation and any redress that we would feel to be appropriate.
4. Within three days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways :
Mrs Bains will review her own decision.
We will arrange for someone in the firm who has not been involved in your complaint to review it.
Mr Santokh S Chhokar, our Senior Partner, will review your complaint within 10 days.
We will ask our local Law Society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.
We will invite you to agree to independent mediation. We will let you know how long this process will take.
6. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact him about your complaint. We very much hope that this will not be necessary.
If we have to change any of the timescales set out above we will let you know and explain why.
If you are still not satisfied you can contact the Legal Ombudsman at :
Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ
about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org.
As we are regulated by the Solicitors’ Regulation Authority (SRA) we must abide by its Principles. Details are set out at SRA Code of Conduct. You can report us to the SRA if you believe that we have breached the SRA Principles, failed to pay professional fees or acted in a dishonest or discriminatory manner. When reporting, you should set out your concerns clearly, identify individuals you consider responsible and attach any evidence you have in support. You can email your complaint to the SRA at email@example.com.