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 us on firstname.lastname@example.org or by writing to us at our office, marking in the subject title ‘Complaint’. Making a complaint will not affect how we handle your case.
What Will Happen Next?
We will send you a letter acknowledging receipt of your complaint within five working days of our receiving the complaint, enclosing a copy of this procedure.
We will then investigate your complaint with our Partners Leon Chua or Jackson Ng who will review your matter file and speak to the member of staff who acted for you.
Leon Chua or Jackson Ng will then invite you to a meeting to discuss about your complaint where it is hoped, that it can be resolved. They will do this within 21 days of sending you the acknowledgement letter.
Within three days of the meeting, Leon Chua or Jackson Ng will then write to you confirm your discussions and, if applicable any solutions that they have agreed with you.
If if a meeting is not possible or desired, Leon Chua or Jackson Ng will then send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter of your complaint.
Following this, if you are still not satisfied, you may contact us again to explain why you feel that way and we will review your views and, if applicable arrange for another meeting to discuss your complaint and comments with you. We will then confirm our final review on your complaint in writing within 14 days to explain our reasons.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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 response to your complaint
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.