Step 1: Raising Your Complaint Please raise the problem with the Solicitor responsible for your matter. If you prefer, you can contact our Complaints Director, Christopher Pelentrides. (If Mr. Pelentrides is the solicitor responsible for your matter, please direct your complaint to Elif Pala).
Step 2: Acknowledgement & Investigation We will acknowledge receipt of your complaint in writing within 3 working days. The Complaints Director will then investigate by reviewing your file and speaking to the member of staff who handled your matter.
Step 3: Our Response Within 21 days of sending you the acknowledgement letter, the Complaints Director will either provide a detailed written reply with suggestions for resolving the matter or invite you to a meeting (or telephone call) to discuss your complaint. If a discussion takes place, we will write to you within 3 working days of that conversation to confirm what took place and any agreed solutions. (Please note: While we aim to meet the 21-day timeframe, complex complaints may take longer. We will keep you updated on our progress if this is the case).
Step 4: Internal Review If you are still not satisfied with our response, please contact us again. We will arrange for another Director at the firm, who is unconnected with the matter, to review the decision. We will write to you within 14 days of receiving your request for a review, confirming our final position, and explaining our reasons.
Step 5: The Legal Ombudsman If you remain unsatisfied after our final written response, you can contact the Legal Ombudsman to consider your complaint.
- Address: PO Box 6806, Wolverhampton WV1 9WJ
- Telephone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
- Website: http://www.legalombudsman.org.uk/
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving our final written response. Please note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits.