Complaint Information

We hope that you will never have reason to complain about the service that you have received. However, if something does go wrong, please bring it to our attention as soon as you can. We will try to resolve the matter fairly and quickly. Tarik Yanik is the firm’s complaints partner and responsible for this procedure.

Sorry that it has got to this point?

The relationship with your Solicitor or lawyer is built on trust and openness. You should be able to talk to your lawyer frankly about your case and everything that happens in your case. Some issues (and these are likely to be minor issues) might lend themselves to be resolved by a simple phone call or a meeting with your lawyer. However, if you are not comfortable speaking to your lawyer about the issue, you can ask to speak to their supervisor or you can contact me directly.

Making a complaint

So that there is no confusion, we do prefer complaints to be sent in writing – the Firm does not have any set forms for this purpose. However, we realise that not all people may be comfortable formulating a detailed letter. In such cases, a telephone call will do. During the call, we will make a note of the issues. 

What to expect once a complaint has been made.

Within 7 days of receiving your complaint I will write to you with details of what we understand your complaint to be. If you believe that we have misunderstood the complaint, you should contact Tarik Yanik straight away so that the basis of the complaint can be agreed. Once the basis of the complaint is agreed, we will (within twenty-eight days) conduct a full review of your file and ask the person in respect of whom the complaint is about to provide an account in response.

We will then prepare a report of findings and send this to you by email or post within 42 days of your original complaint. Our aim is to be as fair and balanced as possible.

If the complaint is upheld

If, following the investigation we find that the complaint is justified and the service that you have been given has fallen below the standard we normally expect, we will provide propositions for a resolution.

The Legal Ombudsman

If after investigation, you feel that your complaint has not been dealt with adequately or if you are unhappy with my findings you are entitled to contact the Legal Ombudsman and ask them to investigate your complaint further.

Time Limits

The Ombudsman asks that you report to them as soon as you can and within 6 months of your last contact with us.

Contacting The Legal Ombudsman

The Legal Ombudsman can be contacted by:

• calling them on 03005550333

• visiting the http://www.legalombudsman.org.uk/consumer/

or

• emailing them at enquiries@legalombudsman.org.uk.

The Solicitors Regulation Authority (The SRA)

In most instances, complaints about poor service should be sent to the Legal Ombudsman.

If the Legal Ombudsman thinks your case involves a breach of the SRA Principles, the Legal Ombudsman will usually refer your case to the SRA.

The SRA may investigate matters such as complaints of dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic or if you think our firm has breached an SRA Principle.

The SRA complaints procedure can be found at https://www.sra.org.uk/consumers/problems/report-solicitor

or you can contact them at:

Solicitors Regulation Authority,

The Cube

199 Wharfside Street, Birmingham, B1 1RN

Tel: 0370 606 2555

International callers: +44 (0)121 329 6800