Complaints Procedure

 

In accordance with the Solicitors Regulation Authority guidance, we are obliged to publish the following information regarding our complaints procedure.

 

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided, you should inform us immediately so that we can do our best to resolve the problem. 

 

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, you can read our full complaints procedure below. Making a complaint will not affect how we handle your case. 

 

If we cannot resolve your complaint, the Legal Ombudsman can help. 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 make 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. 

 

Contact details: 

 

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

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: www.sra.org.uk

 

Our full complaints procedure

 

We aim to provide all our clients with an efficient and effective service and are confident we will do so in this case.  There are occasions, however, when communications break down which can cause difficulties to arise.

 

We do have a procedure for handling complaints that clients may have.  If there is any aspect of our service with which you are unhappy, you should initially tell the person dealing with your case.  If after discussing the matter with that person the difficulty remains unresolved, you should set out your complaint in writing, to:

 

Mr Trush Punatar (Client Care Supervisor)

168-172 Kentish Town Road

London

NW5 2AG

 

Mr. Punatar is the Partner assigned at first instance to deal with any complaints.  He will contact you to discuss the matter once he has had the opportunity to consider your file with the member of staff who has been dealing with it.

 

This can include a complaint about your bill.

 

You also may have a right to object to the bill by making a complaint to the Legal Complaints Service or the Office of Legal Complaints, and/or by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974.

 

If all or part of a bill remains unpaid, the firm may be entitled to charge interest.

 

You may obtain a copy of our Complaints Procedure from any of our offices or it can be sent upon request.

You have the right go to the Legal Ombudsman (LeO), if you are still dissatisfied at the conclusion of our internal complaints process.

 

The Legal Ombudsman (LeO) contact details are:

 

•        PO Box 6806, Wolverhampton WV1 9WJ

•        0300 555 0333 (Telephone)

•        enquiries@legalombudsman.org.uk (E-mail)

•        http://www.legalombudsman.org.uk (Web site)

•        +44 121 245 3050 (Calling from overseas)

 

TIME LIMITS ON COMPLAINTS TO THE LeO

 

Ordinarily you must refer the complaint to the Legal Ombudsman within 6 years from the act or omission complained of or; 3 years from when the complainant should reasonably have known there was a cause for complaint.

 

 

 

This company is regulated by the Solicitors Regulation Authority. Company No 05867552. Company Registered in England & Wales. Registered Office: 168-172 Kentish Town Road, London, NW5 2AG