Complaints Handling Procedure

The firm aims to offer an efficient and effective service.  In the event you become dissatisfied in respect of the way we deal with your matter or any aspect of the service offered, please do not hesitate to raise this directly with the Principal Solicitor, Miss. Samaraweera.  You can raise your concern or complaint either in writing, telephone or by making an appointment to see her.  We are concerned that if you become dissatisfied with the service offered by this firm or have other ground of complaint, that we have an opportunity to investigate the complaint as soon as possible and extend you the benefit of the firm’s internal complaints procedure. Once you have made a complaint to us, we will respond to you as soon as possible and within eight weeks in any event. If at the end of the investigation you remain dissatisfied, you can then refer the matter to the Legal Ombudsman.

How and when a complaint can be made to the Legal Ombudsman

For you to make a complaint to the Legal Ombudsman you must have completed the above complaints handling procedure for the firm (according to the Amended Rule 2.05 of the Solicitors Code of Conduct 2007). 

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 attempted to resolve your complaint with us first. If you have, then you should take your complaint to the Legal Ombudsman within the following time scale:

• One year of the problem happening; or
• One year from when you found out about it.

You need to bring your complaint to the Legal Ombudsman within six months of our final response. If your complaint does not meet the above time limits, the Legal Ombudsman may not be able to investigate it.

If you would like more information about the Legal Ombudsman, please contact them directly. Their Contact details are:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 10.00 am to 4pm.

Email: enquiries@legalombudsman.org.uk 

Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ

How and when a complaint can be made to the Solicitors Regulation Authority

The SRA is a further source of assistance. Visit their website to see how you can raise a concern to the Solicitors Regulation Authority, their website address is www.sra.org.uk/consumers/problems/report-solicitor

[You can obtain a copy of the full complaint’s procedure on request from us]