Complaints Policy

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We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help improve our standards.

If you have a complaint, please contact Mr Kulraj Dassaur. You can contact him at 12 The Mint, 98 Icknield Street, Jewellery Quarter, B18 6RU. (If the complaint is against Kulraj Dassaur we will pass your complaint onto the other Director at the practice for them to deal with the matter).

What Will Happen Next?

Complaints Procedure

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care Director, Mr Kulraj Dassaur, who will review your matter and speak to the member of staff who acted for you.
3. Mr Dassaur will then invite you to a meeting to discuss then hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgment letter.
4. Within 3 days of the meeting, Mr Dassaur will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or it is not possible, Mr Dassaur will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for Mrs Sonia Dassaur to review the decision or appropriate alternative such as review by another local solicitor to review the decision.

We will write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.

If we have to change any of the timescales above, we will let you know and explain why.

What happens if you do not agree with our final response

If you are not satisfied with our response to your complaint you can contact the Legal Ombudsman to look at your complaint. You can contact the Legal Ombudsman by post, telephone or email:

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
For minicom call 0300 555 1777. Visit: https://legalombudsman.org.uk

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the Legal Ombudsman’s website.

The Solicitors Regulation Authority can help you if you are concerned about our conduct and believe there may have been a breach of our professional ethics. You can raise your concerns with the Solicitors Regulation Authority.

SRA, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555. Website: https://sra.org.uk