We are committed to providing the best possible service to our clients. However, if you are dissatisfied with any aspect of our service, you have the right to make a complaint. We assure you that there will be no charge for handling your complaint, and you can request a copy of this Complaint Procedure at any time.

We provide all clients with a copy of this Complaint Procedure upon instruction of our firm and whenever a complaint is raised. Our aim is to address any complaints promptly, fairly, openly, and effectively.

If you have any queries or concerns, please contact Shanmugam Ravindran, our Complaints Manager, with the details of your complaint.

To make a complaint, please: Provide your full name and contact details. Include your file reference number, if available. Clearly state the issue and how you would like it resolved. Allow us up to six weeks to resolve your complaint.

We will acknowledge your complaint in writing within seven working days, enclosing a copy of this policy. Our investigation will typically involve reviewing your complaint, your file(s), and other relevant documents, and liaising with the person who dealt with your matter.

We may request further information or documents from you, specifying a timeframe for your response. We will keep you updated on the progress of your complaint and may invite you to discuss it further, either in person or by telephone. Following our investigation, we will provide you with a written outcome, detailing our findings and proposed resolution. Our goal is to resolve all complaints within eight weeks of receipt.

If we cannot resolve your complaint, you may contact the Legal Ombudsman, provided you meet certain criteria, such as being an individual or a small business. The Legal Ombudsman offers a free, independent service and will not affect how we handle your case. They expect complaints to be made within one year of the issue or when you became aware of it, and within six months of our final response.

For more information, visit www.legalombudsman.org.uk, call 0300 555 0333, or email [email protected].

For complaints related to an alleged breach of the SRA Standards and Regulations, including the SRA Accounts Rules, please contact the Solicitors Regulation Authority (SRA). They handle issues like general misconduct or unfair treatment. Visit https://www.sra.org.uk/consumers/problems/or call 0370 606 2555 for more information.