We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then 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 Rosy Chander on 01902 495049; firstname.lastname@example.org, or by post to our office who is working on your case to discuss your concerns and we will do our best to resolve any issues.
A copy of our full complaint’s procedure is available on request. Making a complaint will not affect how we handle your case. If you telephone us, we will endeavour to resolve the issue in that call.
If you email or write to us, or if your complaint cannot be resolved in a phone call, we will acknowledge receipt of your complaint in writing within two days of receiving it.
Within 14 days of sending you the acknowledgement letter Rosy Chander will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, Rosy Chander may instead offer you a chance to discuss the matter by telephone.
Within three days of the meeting, or any telephone conversation we have with you instead of a meeting, Rosy Chander will write to you to confirm what took place and any solutions we have agreed with you. In any case we will send you a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to above. 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. If we have to change any of these timescales, we will let you know and explain why.
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 our final response to your complaint
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information about the Legal Ombudsman contact:
Call: 0300 555 0333 between 9.00 to 17.00.
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