Complaints Procedure

The Firm is committed to providing high-quality legal advice and client care. If you are unhappy about any aspect of the service you have received, please contact Mrs Sam Mohieddin TEP at 01252 935190 or e-mail sam@sljsolicitors.co.uk or by post to 57 Guildford Road Ash Surrey GU12 6BQ.  The Firm has a procedure in place that details how we handle complaints, which is outlined below.

 

1. We will send you a letter by post or email acknowledging receipt of your complaint within five working days of receiving your complaint and we will enclose a copy of this procedure.

2. We will then investigate your complaint by reviewing the file and any other information we hold in respect of your matter.

3. We will write to you within fifteen working days of the acknowledgement letter referred to at point (1) reporting to you on the complaint. This may include suggestions for resolving the matter or inviting you to attend a meeting, if you wish to do so.

4. If such a meeting takes place (in pursuance of point 3 above), you will receive a letter within five working days of its date, which will set out our conclusions regarding the complaint.

5. Whilst we will of course strive to meet the above timeframes, there may be occasions where responses may take longer (for example, if members of staff dealing with your matter are on annual leave).  You will be informed if the timescales cannot be met and the reasons why.  If necessary, we will do this on a recurring 15 working day cycle until you have received our substantive response. In any event, we will provide you with our substantive response within eight weeks of receiving your complaint.

6. If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman.  The Legal Ombudsman investigates complaints about service issues with solicitors.  The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of realising there was a concern.  You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. For more information about the Legal Ombudsman, contact:  www.legalombudsman.org.uk  or write to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or call on 0300 555 0333.

7. You can also contact the Solicitors Regulation Authority at www.sra.org.uk for further advice and information.