The Legal Practice Ltd Complaints Procedure
The Legal Practice Ltd takes any expression of dissatisfaction about the service you have received very seriously. We aim to deal promptly, fairly and effectively with any complaint a client may have about any aspect of our service.
Our complaints handling policy
We are committed to providing a high-quality legal service to all our clients. If there is any aspect of our service causing concern, we need you to tell us about it which will help us to improve our client care. Any complaint will be investigated with a view
to answering your concerns and achieving a positive outcome.
Raising a complaint
If you have a complaint, please give the details (by letter, email or telephone) to the partner Navjiven Mandair. All complaints received are acknowledged in 3 business days by us and recorded in a central register kept by this firm (the “Central Register”).
Each complaint will be assigned a reference number with details of the client, the matter, the fee earner concerned, the date of the complaint and the outcome of the complaint once finalised.
Complaints concerning data protection
If you have any complaint regarding our data protection policies or practices, please contact our Privacy Manager Navjiven Mandair to whom complaints should be addressed at the first instance.
You also have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues, who can be contacted at https://ico.org.uk or telephone on 0303 123 1113.
Tracking a complaint
The practice manager will ensure the supervising partner considers and investigates your complaint and replies to you within 14 days. If for some reason, the matter cannot be investigated thoroughly in this time frame, you will be notified of this
together with a revised timescale. If we believe it would be helpful, we may suggest a meeting.
What will happen next?
If you are satisfied with our response, the complaint will be logged as closed. If you are not satisfied, you will be invited to request a further review of the decision. We will respond to such a request within five working days and notify you that this is the
firm’s final response to your complaint.
If you are still dissatisfied about the response, you may write to the Legal Ombudsman to consider the complaint providing certain conditions are satisfied. Any complaints to the Legal Ombudsman must usually be made within six months of you having received the final written response from us about your complaint.
Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds
for complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
You can contact the Legal Ombudsman:
• by letter at: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
• by telephone at: callers from UK: 0300 555 0333 / callers from overseas: +44
121 245 3050
• by email at: email@example.com
Solicitors Regulation Authority
If you have concerns about the ethics or integrity of a solicitor, you also have the right to notify our Regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider.
Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: https://www.sra.org.uk/consumers