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.

 

Our Complaints Procedure

 

If you have a complaint, in the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then please contact Ms Balvinder Gill, our Client Care Partner. You can contact her at our head office situated at Lower Ground Floor, Elm Yard, 13-16 Elm Street, Clerkenwell London, WC1X 0BL. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.

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What will happen next?

1.    Within seven days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint. 

2.    We will then record your complaint in our central register and we will also investigate your complaint by examining the relevant file.

3.    If appropriate we will then invite you to meet Ms Gill to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 21 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate.  If your complaint is against Ms Gill then another Partner will investigate your complaint.

4.    Within seven days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.

5.    At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 14 days. This will happen in one of the following ways. 

   a. Ms Balvinder Gill/relevant Partner will review their own decision 
   b. We will arrange for someone in the firm who has not been involved in your complaint to review it. 

 

6.  We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. 

 

If you are still not satisfied, you can then contact the Legal Ombudsman’s office.

Legal Ombudsman, 
PO Box 6167
Slough
SL1 0EH

 

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

 

Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk.) within either one year of the problem happening or one year from when you found out about it; and you are referring your complaint to the Legal Ombudsman  within six months of our final response.

 

Solicitors Regulation Authority.

 

You can also contact the Solicitors Regulation Authority (SRA) if you are concerned about our behaviour.  To report any misconduct or breach of the SRA Code of Conduct, you can visit the SRA website at www.sra.org.uk.  You can contact the SRA at: contactcentre@sra.org.uk

 

The Cube
199 Wharfside Street
Birmingham
B1 1RN
DX 720293 BIRMINGHAM 47
Tel: 0370 606 2555