Complaints Procedure for Clients
Seeking to resolve matters internally
We aim; to offer all our clients an efficient and effective service. However, should there be any aspect of the legal service we have provided to you with which you are unhappy, or should you have a query about any aspect of the work carried out or the sum invoiced, then please raise this with the partner supervising your matter or the relevant Head of Department immediately.
If you cannot resolve any issues raised with them, you can if you wish then raise any outstanding matters, by making a formal complaint with our ‘Complaints Partner’, whose contact details can be found in your letter of engagement or upon request. They may seek to investigate matters raised and to revert to you within 20 working days of receipt. Please note that references to ‘working days’ are to days when SMB’s offices are open for business.
The time limits for making a complaint to SMB’s ‘Complaints Partner’ are:
- One year from the date of the act or omission being complained about or;
- One year from the date when the complainant should have realised that there was cause for complaint and:
- No more than six years from the date of the relevant act/omission.
What to do if our ‘Complaints Partner’ cannot resolve your complaint
The Legal Ombudsman may be able to assist you if we are unable to resolve your complaint ourselves. They will look at your complaint independently.
Before accepting a complaint for investigation, the Legal Ombudsman will, amongst other things check that you have tried adequately to resolve your complaint with us first. If you have, then the time limits for referring a complaint to the Legal Ombudsman will be: not later than:
One year from the date of the act or omission being complained about; or
One year from the date when the complainant should have realised that there was cause for complaint.
Within six months of receiving a final response to your complaint from our Complaints Partner; and
No more than six years from the date of the relevant act/omission; or
If you would like more information about the Legal Ombudsman, please contact them.
Contact details:
Visit: www.legalombudsman.org.uk
Visit: https://www.legalombudsman.org.uk/information-centre/faqs/
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH
What to do if you are unhappy with our professional behaviour
In the first instance, please contact our Compliance Officer For Legal Practice, Razi Mireskandari, who will look into your concerns and revert to you.
The Solicitors Regulation Authority can help if you remain concerned about our professional behaviour. This could be for things like taking or losing your money or treating you unfairly because of your age, a disability or other characteristic, or in relation to any dishonesty.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.