Complaints Procedure
We are committed to providing a high level and quality of legal services to all our clients at all times. 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 any concerns at all over the level of service provided, please take it up in the first instance with the person responsible for handling your matter. Their name will have been provided within our client care letter at the commencement of your matter.
Formal Complaints
Should the above action not satisfactorily resolve matters then please submit your concerns in writing to Sadhana Joshi, Director and your complaint will then be treated as a formal complaint in accordance with our complaint’s procedure.
The Company defines a complaint as “any significant or substantive expression of concern from or on behalf of a client which relates to the quality of work carried out by a member of the Company and/or the level of service provided by the Company to or on behalf of a client”.
Formal Procedure
1. Your complaint will be formally acknowledged in writing within two working days and you will be given an indication of the timescale within which you will receive a full reply. (This will normally be within 28 days).
2. Your complaint will be recorded formally in our complaint’s records.
3. Investigations will then be put in hand by Sadhana Joshi
4. You will then either receive a detailed response from Sadhana Joshi addressing your concerns or if it is felt more appropriate you will be invited to a meeting with her to discuss ways in which your complaint may be resolved.
In resolving each complaint, it will be reviewed to assess the need for:-
(a) Appropriate redress as a compensatory or goodwill measure for the
client;
(b) Remedial action that can be taken where the problem is not beyond correction;
(c) Improvement action to identify the route course of the problem and implement changes to prevent this problem from recurring.
Once you have received your reply from Sadhana Joshi or had a meeting with her if you still feel that your complaint has not been fully addressed to your satisfaction then you have the right to refer the matter to:-
- Legal Ombudsman, PO Box 6167, Slough, SL10EH
- Telephone number: 0300 555 0333 (Calls charged at a local rate)
- E-mail: enquiries@legalombudsman.org.uk
- Website: www.legalombudsman.org.uk
Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of you having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining; or within one year from when you should have known about or became aware that there were grounds for a complaint.
If your complaint relates to concerns of poor service
OR
If your complaint relates to breaches of the Solicitor Regulation Authorities (SRA) Principles you can make a complaint to the SRA.
The following link takes you to the SRA web page which sets out clearly how such a complaint can be made
http://www.sra.org.uk/consumers/problems/report-solicitor.page
5. If you choose to take this course you should do so as soon as possible and within twelve months.
