Our complaints policy

We are 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 improve our standards.

Our complaints procedure

If you have a complaint, contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging your complaint and ask you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can then expect to receive our letter within fourteen days of us receiving your complaint.
  2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within 2 days of receiving your complaint.
  3. We will then start to investigate your complaint. This will normally involve the following steps:
    • We will pass your complaint to Mr Francis George or Mr Asif Robbani, our Client Care Directors, within three days.
    • Mr George or Mr Robbani will ask the member of staff who acted for you to reply to your complaint.
    • Mr George or Mr Robbani will then examine their reply and the information in your complaint file and, if necessary, they may also speak to them. This will take up to three days from receiving their reply and the file. Mr George or Mr Robbani will send you a detailed reply to your complaint within 14 days.
  4. Mr George or Mr Robbani will then invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within three days of sending the detailed reply to your complaint.
  5. Within 5 days of the meeting Mr George or Mr Robbani will write to you to confirm what took place and any solutions either of them have agreed with you.
  6. If you do not want a meeting or it is not possible, Mr George or Mr Robbani will send you a detailed letter including their suggestions for resolving the matter. Mr George or Mr Robbani will do this within five days of completing the investigation.
  7. At this stage, if you are still not satisfied, then you should contact us again. We will then arrange to review our decision. This will happen in one of the following ways:
    • Another Director of the firm will review the decision within ten days.
    • We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.

Solicitors are under a duty to provide their VAT identification number which, for your reference, is 159 5933 63. In addition Solicitors are bound by the Solicitors Code of Conduct, a copy of which can be consulted at this Firm. Should you wish to consider the Solicitors Code of Conduct then you should arrange an appointment so that I can explain the rules in more detail. In the alternative an electronic version of the Solicitors Code of Conduct can be viewed at www.sra.org.uk/solicitors/code-of-conduct.page.

You should note that you may make a referral to Legal Ombudsman in relation to the invoices that you receive from this Firm or you could apply to the Court for an assessment. However if the whole or part of an invoice remains unpaid then this Firm may be entitled to claim interest.

“I have had occasion to use Francis George twice for legal matters, once for a personal injury dispute and once assisting with probate. In both cases, he and his colleagues acted with complete professionalism and integrity. I have no hesitation in recommending Francis George and the rest of his team whenever a legal matter arises and will certainly use them again in the future. ”

Graham Curtis, Owner, Kennet Computer Solutions