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Complaint

The firm’s policy is to ensure that our clients are happy and satisfied with the work the firm undertakes. However, we have a complaint’s procedure in the event our client is dissatisfied with the legal work carried out. In this instance, we have a formal complaint procedure which our client is handed over as part of the terms and condition under client care letter. The guidance helps a client to lodge a complaint. If the client is still not satisfied with firm’s finding, he or she can lodge a further complaint with the Legal Ombudsman. The client can equally ask SRA, the firm’s regulator, to investigate certain complaints.

How to go about making the Complaint:

Within less than ten working days, upon receipt of your complaint, the case worker will write to you acknowledging your complaint. He may ask for further details to consider your complaint and also provide you with the name of the complaint manager. However, if any legal fee is due to us, we would expect it to be paid before we proceed further with any complaint.

If you are not satisfied with the outcome of the finding at the first instance you can write to the Complaint Manager who will then examine such response and the information in your complaint file and may contact you for further information and/or clarification if need be. Depending upon the nature of the complaint, this may take up to a further 15 to 20 working days. If a longer period is needed, we shall let you know. However, the Manger will try to resolve the problem as far as it is possible.

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Complaint Form

 

Contact Legal Ombudsman if we cannot resolve your complaint

If we are unable to resolve the matter:

You can contact the Legal Ombudsman by post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Website: www.legalombudsman.org.uk.
Call: 0300 555 0333 between 9.00 to 17.00.
Email: [email protected]

Time Limit for reference to the Legal Ombudsman is within 6 years of the cause of action or omission:

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.

You must be aware of you time limitation before taking 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

The complainant’s Personal representative’s limitation period runs from the time the complainant would have known the cause of action or omission. However, if an ombudsman considers that there are exceptional circumstances, he/she may extend any of these time limits to the extent that he/she considers fair.

 

Complaint to SRA

The Solicitors Regulation Authority (SRA) regulates all solicitors in England. If you have a complaint about the behaviour of a solicitor or you think the firm or a solicitor has breached an SRA Principle, you may make a report to the SRA. Examples of the types of complaints that can be made are listed below, for example:

(a) A firm has not paid professional agent’s or expert’s fees that you have been invoiced e.g:

  • County Court judgment entered against you in respect of the fee, and
  • the judgment relates to the practice in connection with providing a legal service
     

(b)You have allegations of dishonesty or discrimination for examples:

  • Shutting down their law firm without telling you
  • Dishonesty or deliberately overcharging you
  • Taking or losing your money
  • (iv) Treating you unfairly because of your age, a disability or other characteristic
     

The SRA Principles are listed below:

https://www.sra.org.uk/solicitors/standards-regulations/principles/

When reporting to the SRA, please complete their report form below:

https://www.sra.org.uk/globalassets/documents/consumers/report-solicitor-form.docx?version=4a5e99

  • State your concerns clearly
  • Where possible identify the individuals you consider responsible
  • any evidence in support of complaint
     

Contact the SRA’s Reports team at:
TheCube, 199 WharfsideStreet, Birmingham B1 1RN.
Email: [email protected]

 

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. You must be aware of you time limitation before taking 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 The complainant’s Personal representative’s limitation period runs from the time the complainant would have known the cause of action or omission. However, if an ombudsman considers that there are exceptional circumstances, he/she may extend any of these time limits to the extent that he/she considers fair.”