Complaints
Complaints
| VJ Nathan Solicitors COMPLAINTS PROCEDURE |
| The firm is committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to maintain and improve our standards. |
| Our complaints procedure |
| If you have a complaint, please write to the Complaints Handling Officer, Mrs Chithra Somasundaram, with the details. |
| What will happen next? |
| 1. We will send you a letter acknowledging your complaint, in which we shall ask you to confirm or explain the details. We will tell you who will be dealing with your complaint and also provide you with the contact details for the Legal Ombudsman. You can expect to receive our letter within 10 working days of receiving your complaint. |
| 2. We will open a file for your complaint and record it in our central register. We will do this within 5 working days of receiving your complaint. |
| 3. The designated complaints handling personnel will then investigate your complaint, which will normally involve examining your file and (if the respective person did not act for you personally) speaking with the person in the firm who acted for you. We aim to do this within 10 working days after: acknowledgement; or receipt of any further details you wish to provide. |
| 4. If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 5 working days of your request. Mrs Somasundaram will write to you to confirm what took place and any solutions she has agreed with you and will aim to do this within 15 working days of the meeting |
| 5. If you do not want a meeting, or if it is not possible for any reason, Mrs Somasundaram will send you a detailed response to your complaint, including suggestions for resolving the matter. |
| 6. At this stage, if you remain dissatisfied, you can let us know. If we feel it may be helpful, we may arrange to send your file outside the firm for review and investigation. If you object to this you should let us now or it will be implied you are agreeable to the same. This may be to another firm of solicitors or those with knowledge of the issues involved. This process is likely to take 20-30 working days or longer depending upon the issues involved. |
| 7. We aim to let you know the result of this review within 10 working days of its conclusion. At this stage Mrs Somasundaram will write to you confirming the firm’s final position on your complaint (taking into account the views of any external investigator). |
| 8. If you are still dissatisfied with the firm’s decision at the conclusion of the complaints procedure, you may refer the matter to the Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ; telephone 0300 555 0333; email enquiries@legalombudsman.org.uk. Their website is www.legalombudsman.org.uk. The Legal Ombudsman expects complaints to be made no later than one year from the date when the act or omission about which you are concerned occurred or within one year of your realising there was a concern (i.e: from when the complaint arose). There is a time limit for referring the matter to the Legal Ombudsman which is 6 months from the end of receiving our firm’s final response to your complaint. |
| Kindly note our timescales given above are only a rough guideline and maybe subject to change. If we have to change any of the timescales above, we will let you know and explain why. Please note the Legal Ombudsman’s timescales set out in point 8 above and must be adhered to. |
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VJ Nathan Solicitors.