Complaints to SRA
We are dedicated to offering top-notch legal services and treating each client honestly. We understand that sometimes we may make mistakes, so if something went wrong, including in regards to the bill, we urge you to let us know.
How do I make a Complaint?
You can get in touch with us verbally or in writing (by letter, fax, or email). Our complaints partner's contact information is: email@example.com Please provide us with the following information so we can better understand your complaint and ensure we don't miss anything: ● your complete name and contact information, ● the specifics of your complaint and what you believe we did incorrectly, ● the desired outcome, ● the file reference number (if you have it) If you require any help in making your complaint we will try to help you.
How will you deal with my complaint?
We will keep a central record of your complaint. Within three working days, we will acknowledge your complaint in writing and include a copy of our policy. Our team will investigate your issue. This typically entails: - examining your grievance - examining your file(s) and other pertinent records, and - conversing with the person who handled your case You might also need to provide us with other information or paperwork. If so, we will give you a deadline within which to submit the data. As necessary, we will give you updates on the status of your complaint. If necessary, we might also ask you to a meeting to discuss your complaint. If you are unable to attend or do not choose to, you are not required to do so. We would be pleased to speak with you over the phone to address the situation. At the conclusion of our inquiry, we will write to you to let you know what we have done and what we plan to do to address your complaint. We will try to complete this as soon as possible, ideally within 21 days after the date of our letter of acknowledgement.
What if I am not satisfied with the outcome of my complaint? Complaining to the SRA.
You have the right to file a complaint if you are displeased with your solicitor or their firm. They need to publicise their whole complaints system and explain how you can file a complaint with them. Please inform us right away if you are dissatisfied with the results of our complaints handling method, and we will look into the situation. Additionally, the firm must explain how to file a complaint with both the firm itself and the Legal Ombudsman. If your dissatisfaction persists, you can request that the Legal Ombudsman investigate your complaint. The Legal Ombudsman can be reached through: - post at PO Box 6806 Wolverhampton, WV1 9WJ, - calling: 0300 555 0333, or - using the email address: firstname.lastname@example.org The Legal Ombudsman can help you if the firm cannot resolve your complaint and if you are unhappy about; how your lawyer handled your case, including how they got in touch with you or how long it took and if you are unhappy with your bill. The SRA can assist you if you have concerns about your solicitor's conduct or the SRA can take action when they lie to you, steal from you, shut you down without informing you, or otherwise violate the SRA's rules. Within six months of receiving our final written response to your complaint and within six years of the act or omission that gives rise to your complaint occurring (or within three years of your becoming aware of it), you must typically refer your complaint to the Legal Ombudsman. Visit the website at www.legalombudsman.org.uk for further information. If you and our business decide to engage one of the alternative complaint bodies (such Ombudsman Services; www.ombudsmanservices.org), they are capable of handling complaints about legal services.
Are there costs involved?
You will not be billed for our handling of your complaint. Keep in mind that we reserve the right to charge interest on any unpaid balance if we have issued a bill for work completed on the case and all or part of the bill is not paid. Use of the Legal Ombudsman service is free. The ODR platform is free to use, but the ADR organisation that receives the complaint may charge for its services. The cost of the ADR entity's dispute resolution process must be disclosed to all parties.
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