We are committed to providing high quality professional legal services to all our clients. However, there may be occasions where you have concerns regarding our services.
If you have any complaint about the service provided by us or wishes to complain about any of our bill of costs, please, in the first instance, contact the fee earner who is handling your matter or the Head of the relevant Department whose details were given in the client care letter. The complaint will then be investigated and reported back to you as soon as possible.
If the issue is unable to be resolved within the department, the matter should be referred to Mrs. Sheena Cherukuri, one of the partners of the firm and Head of the complaints management, who will investigate the complaint in accordance with this Procedure. You should provide her with full details of your complaint and copies of any relevant documents.
You can write to her at:-
191 Merton Road
London SW19 1EE
or e-mail her at:-
or telephone her on:-
020 8543 3302.
What Will Happen Next?
1. Within three working days of receiving your complaint, Mrs. Sheena Cherukuri will write to you by way of acknowledgement, your complaint will be recorded in our central register and allocated a reference number.
2. Your complaint will be referred to the appropriate member of the Firm with a request for a report to be provided. Mrs. Sheena Cherukuri will discuss the report with the member of the Firm and independently review your file following the meeting with the member of the Firm concerned.
3. Mrs. Sheena Cherukuri will write to you with the Firm’s decision upon the complaint within twenty-one days of receipt of your complaint or your clarification of any issues which may assist her in reaching his decision, whichever shall be the later. If that is not possible, she will inform you why that is the case and by when a response will be delivered.
4. If you remain dissatisfied and communicate that in writing together with your reasons:-
a) Mrs. Cherukuri will ask another senior member of the staff to review her decision and write to you within five working days with the Firm’s final decision; or
b) We will discuss with you any other form of conciliation or mediation which may be agreeable to both of us.
5. Should you still remain dissatisfied following an investigation of the matter under this Procedure or feel that the matter cannot be dealt with internally, then a complaint may be made to the Legal Ombudsman:
- where you have made a complaint to us and received a final response in the previous six months; and
- the issue you wish to complain about happened on or after 6th October 2010*; or
- if the issue happened before 6th October 2010, you only became aware of it on or after 6th October 2010
*the formal rules state that either the issue must have occurred in the last six years or the date of awareness must be within the last three years. However, the time limits will be extended gradually from 6th October 2010, the date the Legal Ombudsman opened for business.
Further information (including an explanation of the time limits) may be obtained by you from the Legal Ombudsman at any time. The legal Ombudsman can be contacted at PO Box 6806, Wolverhampton WF1 9WJ or on 0300 555 0333 or via their website: www.legalombudsman.org.uk. (Please note that only copies of documents should be sent to the Legal Ombudsman’s office to avoid any original documentation being lost or destroyed).
6. If you have any complaint about insurance matters, you have a right to complain to the Financial Ombudsman Service, although the complaint should be made (as above) to us first. The Financial Ombudsman Service can be contacted on 0300 123 9 123 or 0800 0 234 567 or by e-mail to firstname.lastname@example.org.