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Our complaints policy



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.


If you have a complaint, please contact us with the details. 



What will happen next? 


1. We will send you a letter acknowledging receipt of your complaint within three working  days of receiving it, enclosing a copy of this procedure. 


2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mrs.S.Alagarajah who will review your matter file and speak to the member of staff who acted for you. 


3. The client Care partner  will then invite you to a meeting to discuss and hopefully resolve your complaint. She/he will do this within 14 days of sending you the acknowledgement letter. 


4. Within three working days of the meeting, the client Care partner  will write to you to confirm what took place and any solutions s/he has agreed with you. 


5. If you do not want a meeting or it is not possible,  you will be sent a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.  


6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for  another Solcitors Mr.Alagarajah   or  someone unconnected with the matter at the firm  to review his/her own decision  or  appropriate alternative such as review   or mediation   . 


7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.


8. Your complaint may also include a complaint in connection with our firm’s bill  .


9. There will not be any additional charges made by this firm for investigating   your complaint. 


10. If we have to change any of the timescales above, we will let you know and explain the reasons for doing so.  



11.  If you are still not satisfied with our proposals or decision , you can then contact Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ    about your complaint.  Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint .For further information, you may contact the Legal Ombudsman on 03005550333   . 



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