Complaints Procedure

We aim to provide you with a high quality service at all times. However, if at any time you have concerns or are unhappy with our service, please contact us so that we can do our best to resolve the problem.

We follow an internal complaints and dispute resolution procedure to ensure that complaints raised are resolved fairly, quickly and effectively.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. Alternatively, you can email concerns for the attention Vandana Dass, the Managing Director.

Our complaints procedure is summarised in our Client Care Letter and set out in full in our Terms of Business. Alternatively, you may request a copy of the Terms of Business from the person working on your case.

Where we are unable to resolve your complaint through our own complaints process, you may have a right to complain about our service to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body which looks at legal services complaints.

You must take any complaint to the Legal Ombudsman within:

• six months of receiving our final escalation response to your complaint;
  and
• one year from the date of the act or omission being complained about; or
• one year from the date when you should have realised that there was cause for complaint.

Further information relating to the Legal Ombudsman can be found on their website

at www.legalombudsman.org.uk. Their contact details are:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk

If you are unhappy about our behaviour as opposed to our service, for instance you think we have been dishonest, taken or lost your money, or have treated you unfairly because of your age, a disability or other protected characteristic, then you may contact our regulatory body, the Solicitors Regulation Authority: Solicitors Regulation Authority.