Policy

We take very seriously all expressions of dissatisfaction from our clients and are committed to provide our clients with the highest level of service. If you have any complaint or concerns in relation to the services we are providing or are of the opinion that we are not behaving in accordance with the SRA Code of Conduct it is important that you immediately raise these concerns verbally or in writing to the lawyer dealing with your matter or the supervising director/solicitor. We agree to deal with each complaint swiftly and fairly in an attempt to reach an amicable and satisfactory solution. You will not be charged for a complaint. A complaint includes a complaint about our invoices. There are provisions under Part III of the Solicitors Act 1974 which may give you the right to apply to the court for assessment of an invoice.

Reporting & Investigation Responsibilities

Informal verbal complaints should be addressed to the lawyer dealing with your matter in the first instance. If you are not satisfied with their proposals, then the matter should be taken up with Mr Dipesh Parmar/the supervising director/solicitor, if they are not the solicitor acting for you. They will do what they can to resolve the matter courteously and promptly. If the matter cannot be resolved informally, it would assist investigations if you were to fully detail your concerns in writing by letter or email to Mr Dipesh Parmar who is our Compliance Officer for the Legal Practice (COLP) whose contact details are on this website. Making a complaint will not affect how we handle your case.

Response Times

Written complaints will be acknowledged in within 3 working days of receipt whereby we will confirm when we expect to contact you further and also provide the name of the person responsible for handling the complaint. We may ask you for more information about the complaint before we can consider and respond to it. A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon. Depending on the nature of the complaint and how you respond to any request we make for more information, we commit to addressing and responding to your complaint within 8 weeks but in most cases would expect to do so more quickly than this.

Unresolved Issues

If, in the unusual event that we are unable to resolve the matter to your satisfaction, you are able to take the matter up with the Legal Ombudsman or to an approved alternative dispute resolution (ADR) body whose details we shall provide in our final written response.

The Legal Ombudsman will normally expect you to have taken the matter through our complaints procedure before he will investigate your complaint.   In normal circumstances the LeO expects you to refer the matter to his office within 6 (six) months of receiving the final letter from us regarding 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 wish to complain to the Legal Ombudsman, you can find mor information by contacting them whose contact details are as follows:

Visit: www.legalombudsman.org.uk
Telephone Number: 0300 555 0333 between 9.00 to 17.00
Email: enquiries@legalombudsman.org.uk
Address: P O 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.