Atalaw Solicitors Complaints Handling Policy

 

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. 

 If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

 

What Will Happen Next?

 

1. We will send you a letter/email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

2. Your complaint will be recorded, and a file will be opened.

3. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Walata Craigie who will review your matter file.

4. Walata will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.

5. Within three to five days of the meeting, Walata will write to you to confirm what took place and any solutions she/he has agreed with you.

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

7. At this stage, if you are still not satisfied, you should contact us again and we will within 10 days arrange for a review by another local solicitor or mediation to review the decision.

8. 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.  

The timescales are a guidance and may be subject to change depending on the complexity of your matter. If any of the timescales require change, we will inform you of the same and explained the reasons.

9. If you are still not satisfied with the outcome, you can then contact the Legal Ombudsman who investigated complaints about issues with services provided by solicitors.

Legal Ombudsman,  

PO Box 6806,  

Wolverhampton,  

WV1 9WJ 

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). 

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected].

10. Solicitors Regulation Authority  

You may also complain to the Solicitors Regulation Authority (SRA) if you think we have breached an SRA principle or are guilty of dishonesty or discrimination.  

Contact the SRA 

The Cube, 199 Wharfside Street, Birmingham, B1 1RN  

0370 606 2555 

[email protected]