Our Complaints Policy

We are committed to providing a high-quality service to our clients. Our complaints policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice or any invoice that you have received.

Our Complaints Procedure

If you have a complaint, please contact Ms Shaista Kalim (Partner Solicitor). You can contact her by post at Capital Solicitors LLP, Newmill House, 76 St Leonards Street, Bromley by Bow, London E3 3LR, or by email at shaista@capitalsolicitors.com.

We will explain to you how long this process might take, including our target times for each stage of the process. If, for any reason, it is not possible to observe one or more of these limits, we will let you know and explain why.

What will happen next?

  1. Upon receipt of your complaint, Ms Kalim will send you a letter acknowledging your complaint. We aim to acknowledge your complaint within seven days of receiving it and will complete our initial examination within a further 14 days. We will contact you if more time or further information is required to response.
  2. We may write to you setting out our views on the situation, and suggesting any remedy that we would feel to be appropriate. We aim to write to you informing you of our opinion and any recommendations within seven days of completing our investigations.
  3. If you are still unsatisfied, please let us know within the following 14 days, but there is no obligation on you to do so. We will then arrange to review our decision; we generally aim to do this within seven days of hearing from you. Another Partner in this firm will review the file that we have on your complaint, to see if they agree with our response.
  4. We will let you know the outcome of the review within seven days of the end of the review; we will do so by writing to you to confirm our final position on your complaint.
  5. You may approach the Legal Ombudsman, which provides a service examining complaints against lawyers, including firms of solicitors. The Ombudsman will usually expect us to have concluded our examination of your complaint within eight weeks, and that complaints are referred to them within six months of the end of our complaints-handling process as set out above. The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details, see their website. The contact details are as follows:

Telephone: 0300 555 0333

Minicom: 0300 555 1777

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman Complaints Process

We endeavour to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately, so that we can do our best to resolve the problem.

It may be helpful to contact the person who is working on your case to discuss your concerns, and we will do our best to resolve any issues at that stage.

If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for concerns such as dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or other characteristic.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint independently; this will not affect how we handle your case.

If you would like to see a copy of our complaint’s procedure at any time, please let us know and we will arrange for a copy of our complaints procedure to be sent to you.

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint. Contact details for the Legal Ombudsman are provided below.

Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint. However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.

For further information, you should contact the Legal Ombudsman. Contact details are as follows,

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

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

Solicitors Regulation Authority

You can raise your concerns with the Solicitors Regulation Authority

Click here for SRA – Reporting an individual or law firm

SRA | Reporting an individual or firm | Solicitors Regulation Authority