Complaints procedure
Draft for review. Bracketed items need confirming before launch. The Legal Ombudsman and SRA sections apply only if the firm is regulated by an approved legal regulator.
We aim to give every client a clear, helpful and professional service. If something has gone wrong, we want to know so that we can put it right.
How to raise a complaint
Please contact [Kumen Naidoo, Director], who is responsible for handling complaints:
- Email: kumen@naidoolegal.co.uk
- Phone: 020 3304 2931 (Mon–Fri, 9:30–17:30)
- Post: 163 North End Road, Kensington, London W14 9NH
Tell us what went wrong and what you would like us to do to put it right. There's no charge for handling your complaint.
What happens next
- We'll acknowledge your complaint in writing within [3] working days.
- We'll investigate, which may include asking you for more information or meeting with you.
- We'll send you our final written response, explaining what we found and any action we will take, within eight weeks of receiving your complaint.
If you are still not satisfied: the Legal Ombudsman
[If applicable.] If you are unhappy with our final response, or we have not resolved your complaint within eight weeks, you may be able to ask the Legal Ombudsman to look into it. The Legal Ombudsman normally expects you to refer your complaint:
- within six months of the date of our final response (if that response told you about the Ombudsman and this time limit), and
- no more than one year from the date of the problem, or from when you should reasonably have known there was cause for complaint.
Legal Ombudsman, PO Box 6167, Slough SL1 0EH · 0300 555 0333 · enquiries@legalombudsman.org.uk · www.legalombudsman.org.uk
Concerns about professional conduct
[If SRA-regulated.] If you are concerned about our behaviour, for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic, you can raise this with the Solicitors Regulation Authority at www.sra.org.uk.