We are committed to providing high quality legal advice and client care, however if you feel at any stage that you are unhappy with the level of service provided, you are able to complain; this includes complaints relating to your bill.
In the first instance, we would suggest that you contact the person responsible for your matter to discuss your concerns with them, and to give them a chance to resolve it at this stage. However, if you would like to make a formal complaint, please contact Burhan Canbolat, our complaints handler who will follow our Complaints Procedure which can be found here. Please note, if your complaint is about Burhan Canbolat, your complaint will be dealt with by another Partner of the firm.
If you are concerned with matters such as dishonesty or being treated unfairly then you may wish to contact The Solicitors Regulation Authority who are our governing body.
If you are not satisfied with our handling of the complaint then you can ask the Legal Ombudsman to consider the case. The Legal Ombudsman’s phone number is 0300 555 0333 or in writing PO Box 6806 Wolverhampton WV1 9WJ or email firstname.lastname@example.org. You can find out more information on the Legal Ombudsman’s website at www.legalombudsman.org.uk. Normally you would need to bring a complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint.
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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 contact our Complaints Partner, Burhan Canbolat, with the details. Please note, if you wish to complain about Burhan Canbolat, your complaint will be dealt with by another Partner of the firm.
What will happen next?
- We will send you a letter acknowledging your complaint, where necessary asking 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 3 working days of receiving your complaint.
- We will open a file for your complaint and record it in our central register. We will do this within 2 working days of receiving your complaint.
- Burhan Canbolat will then investigate your complaint, which will normally involve examining your file and (if she did not act for you personally) speaking with the person in the firm who acted for you. She will do this within 10 working days.
- If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 3 working days of your request. Within 2 working days of the meeting Burhan Canbolat will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting, or if it is not possible for any reason, Burhan Canbolat will send you a detailed response to your complaint, including suggestions for resolving the matter.
- At this stage, if you remain dissatisfied, you can let us know. The Partners will review the decision. This process is likely to take 10 working days.
- We will let you know the result of this review within 2 working days of its conclusion. At this stage Burhan Canbolat will write to you confirming the firm’s final position on your complaint.
- If you are still not satisfied 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@example.com; www.legalombudsman.org.uk. There is a time limit for referring the matter to the Legal Ombudsman which is generally 6 months from the end of our firm’s complaint procedure and no later than 12 months from when the matter first occurred.
If we have to change any of the timescales above, we will let you know and explain why.