We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
If you have a complaint, please raise the problem with the Solicitor responsible for your matter, or if you prefer, our Complaints Director, Mr. Christopher Pelentrides (unless the Solicitor responsible for your matter is Mr. Christopher Pelentrides, in which case, Miss. Elif Pala).
What Will Happen Next?
1. We will acknowledge receipt of your complaint in writing within 3 working days of receiving it.
2. We will then investigate your complaint. This will normally involve the Complaints Director reviewing your file and speaking to the member of staff who had conduct of your matter.
3. Within 21 days of sending you the acknowledgement letter the Complaints Director will either:
a) Provide a detailed written reply to your complaint, including their suggestions for resolving the matter; or
b) If they believe it is necessary, invite you to a meeting to discuss and resolve your complaint. If you are invited to a meeting but you either do not want a meeting or it is not possible for you to attend a meeting, our Complaints Director may instead offer you a chance to discuss the matter by telephone.
In the event that you are invited to a meeting, within 3 working days of that meeting, or any telephone conversation, our Complaints Director will write to you to confirm what took place and any solutions we have agreed with you.
As stated above, we aim to provide a detailed written reply within 21 days of sending you the acknowledgement letter; however, this is an estimate and will depend on the nature and complexity of your complaint. We would like to assure you that we will do everything possible to get a reply to you as quickly as possible, however, if for any reason we feel we are unable to provide you with a detailed reply within 21 days, as advised, we will contact you to give you an update on the progress of your complaint.
4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director at the firm, unconnected with the matter, to review the decision.
5. 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.
6. If, in the unfortunate circumstance, you are still not satisfied with our response, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six years of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman. More information can be obtained from http://www.legalombudsman.org.uk/
7. If we have to change any of the timescales listed above we will let you know and explain why.
8. You will not be charged for the time spent dealing with your complaint. Furthermore, please be assured that your complaint will not have any adverse effect on the handling of your case.
Date: 1 December 2023