We take our standard of service extremely seriously. If, therefore, you have any concerns regarding the way in which your matter is being dealt with, please raise these at the earliest opportunity with the person dealing with your case. Often, we find perceived problems arise from miscommunication and can be most easily resolved the sooner they are brought to our attention.
If it is not possible to resolve matters as above, then please contact Rita Sen directly. It is helpful if you can put your complaint in writing or in an email, providing as much detail as possible. Of course, if you prefer you made telephone Rita in the first instance. We have a formal Complaints Procedure that Rita will adopt in the circumstances. A copy of this Procedure is available at any time, but Rita will provide a copy upon receipt of any complaint.
If we are unable to resolve matters between ourselves you are entitled to bring the matter to the Legal Ombudsman. Full details of the Legal Ombudsman scheme can be found at https://www.legalombudsman.org.uk/. Alternatively, you may contact the Legal Ombudsman by telephone on 03005550333, or in writing at Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ. Usually, you must make a complaint through our Complaints Procedure before complaining to the Legal Ombudsman. You will usually be required to allow 8 weeks for us to resolve your complaint before it will be entertained by the Legal Ombudsman. If you do wish to make a complaint to the Legal Ombudsman it will usually need to be made no later than: –
6 years of the matter about which you are complaining or
3 years from when you should reasonably have known there was a cause for complaint
The Legal Ombudsman does have the power to extend these time limits in exceptional circumstances.
As Solicitors we are regulated by the Solicitors Regulation Authority. The Authority do not deal with complaints about poor service which I dealt with as set out above. However, you may report a matter directly to the Solicitors Regulation Authority if you believe that the Practice has breached an SRA principle. There are 7 of these principles which may be found at SRA | How we regulate | Solicitors Regulation Authority . Alternatively, you may contact the SRA by telephone on 03706062555, or by post at The Cube, 199 Wharfside Street, Birmingham B1 1RN.