Complaints & Complaints Handling
It is the culture and ethos of this firm to ensure that at all times we maintain the highest standards. We aim to ensure that all clients receive a high quality service. We seek to do so in an unassuming and courteous manner, which reflects professionalism. We also seek to ensure that all advice is provided in as much jargon free manner as possible where possible.
If a client of the firm feels unhappy with any aspect of the service we have provided they are entitled to complain. We will aim to look into and investigate complaints fairly and respond to them as efficiently and as promptly as possible. However we would require a reasonable period of time to determine and look into what has been complained about.
If a client is unhappy with any part of the service provided, or if they wish to discuss a payment or an invoice provided, they should contact Susanta Banerjee the firm’s principal and Director who is the firm’s Complaints handler.
If after exhausting our complaints handling procedure a client is still not satisfied with the outcome or response to their complaint, they can ask the Legal Ombudsman to consider the matter. Its remit and procedures are described on its website (www.legalombudsman.org.uk).
It will only consider complaints submitted by individuals, micro-enterprises and small trusts, charities or associations. It is a requirement that a complaint be notified within six months of the client receiving a final written response from the firm about it, or within six years of the date of the act or omission complained about. However, if is outside of this period, within three years of when the client should reasonably have been aware of it. The Legal Ombudsman can be contacted in writing (PO Box 6806, Wolverhampton WV1 9WJ), by email (firstname.lastname@example.org), or by telephone (0300 555 0333).
In addition to the above if a complaint relates to an invoice the client may also be entitled to apply to the court for an assessment of the invoice under Part III of the Solicitors Act 1974. If a client wishes our charges to be reviewed by the court they must apply to the court within one month of the date they received the invoice.
If the invoice has been paid, more than twelve months has elapsed or a judgment has been obtained in respect of the costs covered by the invoice, the court will not order the invoice to be assessed unless special circumstances apply. If the court makes an order in such circumstances, it may attach conditions to the order in respect of the costs of the assessment.
Please be advised that our entitlement to charge interest in respect of an unpaid invoice may not be affected by any complaint submitted to the Legal Ombudsman or by any application that is made to the court for assessment of the invoice.
Individuals have a right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.co.uk). We would, in the first instance wish to be given the opportunity and chance to deal with any concerns before the ICO is approached so please contact our Data Protection or Compliance Officer, Susanta Banerjee by either email: email@example.com or by telephone on: 0203 973 5773, in the first instance.
If a client of the firm feels unhappy with any aspect of the service we have provided they are entitled to complain to the Solicitors Regulation Authority
For further information or if you want to make a formal complaint, then you can read our full complaints procedure here. In our procedure, we explain how we will handle a formal complaint. We also explain the role of the Legal Ombudsman and the Solicitors Regulation Authority and provide useful contact details so that you can be properly aware of your rights and the options available to you.