We always aim to provide a high quality service. However, if you have any queries or concerns about our work for you, please raise them in the first instance with person having day to day conduct of your case and he or she will discuss your concerns, which may be resolved very quickly. If that does not resolve the problem to your satisfaction or you would like to make a formal complaint, then please contact our Complaints officer in accordance with our Complaints Procedure.

OUR COMPLAINTS PROCEDURE

a) We have a Complaints Procedure. If there is a problem with your case or matter or you are dissatisfied in any way with us, our work or the conduct or work of any person at our office in relation to your case or matter or otherwise, you are entitled to lodge a complaint with us. Your complaint may include a complaint about our bill. We assure you that making a complaint will not affect how we handle your case

b) To lodge your complaint, you should write to the Complaints Officer, Mr H.Makkar, and you can contact him by writing to our office address. You will need to explain the nature of your concern, giving as much information as possible and how you would like it to be resolved

c) Within 7 working days of receiving your letter of complaint, the Complaints Officer will reply to you in writing and will advise you of the steps to be taken to resolve your complaint. Those steps may include one or more of the following: (1) Considering your file and the documents relating to your matter or case; (2) Meeting with the member/s of staff or caseworker/s who dealt with your matter so as to understand or discuss your complaint and to clarify relevant facts or issues or your objectives; (3) Meeting with you so as to understand or discuss your complaint and to clarify relevant facts or issues or your objectives

d) Within 30 days of receiving your letter of complaint, the Complaints Officer will endeavour to reach a final decision in respect of your complaint and inform you of his decision in writing or, if he is unable to reach a decision within that time frame, he will inform you accordingly

e) We have a total of 8 weeks, from receipt, to consider your complaint. If we have not resolved it within this time you can complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. They will consider your complaint independently and it will not affect how we handle your case.

f) Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within:

• six months of receiving a final written response from us about your complaint and
• no more than one year from the date of the act or omission about which you are complaining; or
• no more than one year from the date when you should reasonably have been aware that there was cause for complaint.

g) Their contact details are: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. You can also contact them on Phone: 0300 555 0333 between 09:00 to 17:00 or Email enquiries@legalombudsman.org.uk or visit www.legalombudsman.org.uk

h) The Solicitors Regulation Authority can help you if you are concerned about our behavior. You can raise your concerns with the Solicitors Regulation Authority by visiting their website for details

i) We will provide you with a copy of our complaints procedure at anytime upon a request