Our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details.
What will happen with your complaints?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr Rajesh Kalia, who will review your matter file and speak to the member of staff who acted for you.
- Mr Kalia will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, Mr Kalia will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or it is not possible, Mr Kalia will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for Mr Greenstein or Mrs Michael to review the decision.
- 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.
- 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. Any complaint to them must usually be made:
- Within 6 months of receiving a final response to your complaint; and
- No more than 1 year from the date of act/omission; or
- No more than 1 year 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 at:
- In certain circumstances, 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 at:
Tel: 0370 606 2555 between 9am and 5pm
Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN
If we have to change any of the complaints timescales above, we will let you know and explain why.