We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem. If you have a concern or query or if you are in any way unhappy about the level of service, you receive please contact your caseworker either verbally or in writing in the first instance. Any complaint or issue you include that of a bill you have received. We will then provide you with a copy of our complaints handling policy and will try and resolve the matter as soon as possible. A copy of the complaints handling policy is always available upon request. If this does not prove satisfactory, please speak to Mr. Shan without delay. This can be done verbally or in writing. He will then endeavour to resolve your complaint as soon as possible. Making a complaint will not affect how we handle your case.

If this still also proves unsatisfactory and if we are unable to resolve your complaint then you may wish to contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH to have the complaint independently looked at by the Legal Ombudsman. 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 our final response to your complaint; and no more than one year from the date of the act or omission being complained about; or no more than one year from the date when you should reasonably have known that there was cause for complaint

For further information or should you wish to write to the Legal Ombudsman regarding a complaint, their contact details are as follows:

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Tel: 0300 555 0333

www.legalombudsman.org.uk

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 or contact them using the link: www.sra.org.uk/report. 

Email on enquiries@legalombudsman.org.uk