Our Complaints Policy
We are committed to provide 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, please contact us via email or phone with the details. Our contact details can be found at top and bottom of this page
What will happen next ?
- We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to Mr Prathap Giri Appavu, who will review your matter file and speak to the member of staff who acted for you.
- Mr Prathap Giri Appavu will then invite you to meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting Mr Prathap Giri Appavu will write to you to confirm what took place and any solutions He has agreed with you.
- If you do not have a meeting and it is not possible, Mr Prathap Giri Appavu will send you a detailed written reply to you complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm, another local solicitor or mediation to review the decision.
- 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.
- The Solicitors Regulation Authority can help you if you are concerned about our behaviour. Most of the time, complaints about the service you have received should be sent to the Legal Ombudsman. If the Legal Ombudsman is of the opinion that your case involves a breach of the SRA Principles, the Legal Ombudsman will 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. http://www.sra.org.uk/consumers/problems/report-solicitor.page
0370 606 2555 inside the UK (Call costs guide from Ofcom)
+44 (0)121 329 6800
Solicitors Regulation Authority,
The Cube, 199 Wharfside Street,
Birmingham, B1 1RN (map of location) or DX 720293 BIRMINGHAM 47
Our aim is to offer all clients an efficient and effective service and we are confident this will be the case. If there is any aspect of our service you are unhappy with, please raise the matter with Mr Prathap Giri Appavu and He will be pleased to investigate in accordance with our written complaints policy. A copy of this is available on request.
If you are dissatisfied, you are also entitled to complain about the Firm’s bill. If you remain dissatisfied you can refer the matter to the Legal Ombudsman who can consider your complaint. You normally must do this within 6 months of receiving a final written response from us. Usually they will not consider any complaint brought outside this time period
You can contact the Legal Ombudsman;
By telephone at; 0300 555 0333
Or by writing to; PO Box 6806, Wolverhampton, WV1 9WJ,
Or by email at; firstname.lastname@example.org
Any complaint to the Legal Complaints Services about our services must usually be made within six months of the end of the work we did for you or of you finding out there was a problem. If your complaint is about our conduct, you should contact the Legal Complaints Services within six months of the conduct taking place. For further information you should contact the Legal Complaints Services (0845 608 6565 or refer to www.legalcomplaints.org.uk)
If we have to change any of the timescales above, we will let you know and explain why.